Team Leader, Customer Operations NC at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Team Leader, Customer Operations NC

Job Identification: 4359
Location: Abuja
Employment Type: Full Time
Reports To: Manager - Customer Operations Walk In North Central
Division: Customer Relations and Experience

Mission

• Manage the operations and general activities of the customer assistance center within the regional location.
• Lead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans.

Description

• Provide feedback on consumer usage and perceptions of MTNN products and services for product evaluation and business development.
• Report on competitor activities regarding retail sales and services within the regions.
• Maintain brand alignment when rendering sales and services in a service center environment.
• Manage support services assigned to the service environment, e.g., security guards, cleaners, etc.
• Assist the Customer Operations Manager in the implementation of service initiatives.
• Plan and execute team-building activities.
• Oversee technical activities and associated administrative duties in the service center.
• Supervise account setup and data entry vigilantly for customers.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Ensure adherence to schedules and other defined rules and regulations within the assistance center and that procedures are followed to promote meaningful communications between customers and customer care representatives.
• Co-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information.
• Manage customer retention and loyalty through various initiatives, e.g., in-store promotions, etc.
• Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English
• MBA will be an added advantage.

Experience:

• 3 - 7 years’ experience in an area of specialization
• Experience working in a medium organization.
• Experience in a customer-facing operations environment
• Experience in a supervisory role
• Experience in query resolution
• Experience in general ledger reconciliations.

Application Closing Date
28th May, 2024 (10;59 PM).