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…
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Officer – Escalations and Service Recovery

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 3 – 7 years
• Location Lagos
• City Ikoyi
• Job Field Customer Care 

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.

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

Method of Application

Interested and qualified? Go to MTN Nigeria on ehle.fa.em2.oraclecloud.com to apply