Full Time
Oyo
Posted 5 months ago
MTN Nigeria is part of the MTN Group, Africa\’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi…
Read more about this company
Officer – Customer Operations West II
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience 3 – 7 years
- Location Oyo
- City Ibadan
- Job Field Customer Care
Reports To: Manager – Customer Operations Walk In West 2
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 or within a designated location.
Description:
- Escalate and route customer issues to the relevant process operators.
- Perform necessary system transactions related to customer request.
- Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
- Maintain Integrity of managing subscriber data/information.
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
- Identify and report on customer impacting trends.
- Enlighten and educate customers on new products and initiatives within MTN.
- Educate customer on use of products and services.
- Document actions taken to resolve client problems.
- Verify correct cash amounts are paid
- Perform software installation and configuration requests.
- Perform incidence escalation process in compliance with laid down policies and procedures
- Collect and book- in customer phones for warranty repairs
- Communicate credit status to customers
- Identify problematic invoices proactively and promptly notify the billing division
- Assist with Printing post-paid client bills
- Generate funds from sales and render after sales support service
- Handle cash and ensure correct amounts are paid
- Collect customer phones for warranty repairs
Education:
- First Degree in any related field
- Fluent in English
Experience:
3-7 years’ experience, which includes
- Experience working with others.
- Experience working in a medium-organization
- Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)
Method of Application
Interested and qualified? Go to MTN Nigeria on ehle.fa.em2.oraclecloud.com to apply
Job Features
| Job Category | Customer care |