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 Relationship Officer (Self Service & Electronic Channels)
Location: Lagos
Division: Customer Relations
Job Purpose
- 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.
Job Summary
- Participate in the implementation of the back office and complains operational plans
- Adherence to all defined operational guidelines
- Ensure prompt and complete documentation of transactions on the Self Service Platforms
- Provide 2nd level support for queries from IVR, Web Self Service, Self-Care application platforms
- Collaborate with 3rd level support to follow-through resolution of escalated queries
- Conduct daily, weekly periodic audits on the Self Service Channels
- Drive the Self- service adoption initiatives aligning to the organizational strategy
- Participate in post implementation product testing and UAT
- Assist in prompt resolution and escalations of customer queries to relevant technical stakeholders
- Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction
- Scripting and sourcing for resources for IVR recording, ensure the voice files are properly labelled in readiness for uploading
- Monitor the voice files on the IVR to ensure consistency and ensure proper process mapping and documentation
Requirements
Education:
- First degree (BSc or HND) in any relevant discipline
Experience:
- Minimum of 3 years’ experience in an area of specialisation; with experience working with others
- Experience in the service industry
- Experience in Data Mining and Interpretation using Excel & SQL
- Experience in Channel Auditing
- Analytical Thinking
- Experience in Complaints Management/Query Resolution
- Experience in Business Process Mapping & Documentation
- Experience in a call center environment
Job Conditions
- Normal MTNN office environment.
- May be required to work extended hours
- Open plan office
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online