Officer - Escalations and Service Recovery, Customer Relations and Experience 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: Officer - Escalations and Service Recovery, Customer Relations and Experience

Job Identification: 6144
Location: Ikoyi, Lagos
Job Schedule: Full time
Reports To: Manager - Escalations and Service Recovery
Division: Customer Relations and Experience

Mission

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location

Description

• Handle prepaid billing complaints, investigating customer issues and developing resolutions to enhance customer experience.
• Identify and track product/system errors, billing issues, and product feature defects, escalating issues as necessary. Ensure integrity and accuracy of product functionality on all applicable systems.
• Track customer complaints and maintain records and support first-call resolution efforts across all channels.
• Assist in root cause analysis to identify trending issues.
• Participate in post-implementation reviews of products and services and liaison with support teams to ensure defects on MTN products and services are corrected and recommendations implemented.
• Promote and ensure compliance with (Company policies, processes and procedures, overall objectives of the organization, regulatory & legal) within the business framework.
• Participate in Projects and requirement review sessions for Process Improvement on Prepaid sim Functionalities.
• Ensure all assigned Trouble tickets are resolved and closed within the agreed SLA.
• Reconcile billing and adjustments on customer transactions
• Channel Support Framework: Management and Support of MTN Service Centers, Connect Stores & Points, Virtual Teams, ISON online team, Account Management Partners and other internal teams.
• Attend and resolve complex issues escalated by departments like Customer Relations, S&D, Staff, IT support etc.
• Collaborate with other teams to carry out User Acceptance Test (UAT)/Sanity prior to rollout of products/services/process redesign to ensure it conforms to all agreed customer support requirements, standards and ensure products meet specification and requirement to satisfy customer needs.
• Participate in the design, development and management of products, services, and applications that meet the requirements of MTNN’s prepaid customers. (product Review)
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Take ownership of customer issues reported and see problems through to resolution, Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Review claims related to product and service transactions, advise the legal unit on customer experience management, and attend court appearances to defend the reviews conducted.

Requirements
Education:

• First Degree in related discipline 
• Fluent in English 

Experience:
3-7 years’ experience which includes

• Experience working in a medium organization. 
• Experience in a call Centre (Prepaid) environment (Customer Care Rep (Retention& Churn):
• Root cause and analysis.

Application Closing Date
18th August, 2025; 10:59PM.