Customer Support Analyst 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: Customer Support Analyst

Location: Victoria Island, Lagos
Job Identification: 4641
Job Category: MTN Level 2
Employment Type: Full Time

Mission

• Responsible for providing exceptional customer service to our clients, handling their inquiries, resolving issues, and ensuring their overall satisfaction.

Responsibilities

• Deliver superior customer service by promptly and professionally responding to client inquiries via phone, email, and other communication channels.
• Provide accurate information regarding our MOMO PSB products, services, policies, and procedures.
• Resolve customer escalations sent to MoMo Operations Teams.
• Escalate issues that will result in optimal time, scope, productivity, and cost or resource impact for the customer support manager.
• Build and maintain positive relationships with clients, ensuring their satisfaction and loyalty. Understand and anticipate their needs, concerns, and goals, and provide appropriate guidance and support to meet their expectations.
• Document identified key risks, issues, and dependencies and set mitigation actions with guidance from the customer support manager.
• Prepare the documentation required for sign-off on tactical changes.
• Adhere to established service standards, compliance guidelines, and company policies. Conduct periodic quality assessments of customer interactions, identify areas for improvement, and implement necessary training or process enhancements.

Requirements
Education:

• Bachelor's degree in a relevant field (e.g., Business, Finance, or Customer Service) or equivalent work experience.
• Relevant postgraduate education as an advantage

Experience:

• A minimum of 3 to 7 years’ experience in customer support in a financial role is required.
• Proven experience in a customer service role, preferably within the financial industry.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Detail-oriented and highly organized, with the ability to handle multiple tasks and prioritize effectively.
• Proficient in using CRM systems and other relevant software applications.
• Knowledge of financial products, services, and regulations is highly desirable.
• Ability to maintain professionalism and composure in high-pressure situations.
• Demonstrate commitment to delivering exceptional customer experiences.

Application Closing Date
29th July, 2024.