Customer Service Officers at MTN Nigeria Plc

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 recognizable.

It is through the compelling brand that we are able to attract the right talents whom we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

Applications are invited from interested and qualified candidates to apply for the roles of Customer Service Officers at MTN Nigeria Plc.

Analyst – Customer Acquisition and Compliance

Job Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Edo| Nigeria. See other Jobs in Edo
• Category: Customer Care Jobs
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Job Description:

Reports To: Manager – Customer Acquisition and Compliance West

Division: Sales and Distribution

Mission:

• To collate and analyze SIM Cards registration, SIMS availability/Supply and Distribution, Activations, Customer Retention and churn  intelligence information on an on-going basis, (in relation to benchmarking and competition) and provide insight to  Customer Acquisition Channel performance.

Description:

• Evaluate performance measured against SIM registration channel objectives  in the following areas:
• Trade Partner and Customer Acquisition AND compliance Partners
  • Walk-in-Centers
  • Mobile Lite 
  • Connect Stores and Connect Points
  • Other Sim Registration Agents (Pentagon).
• Collect, analyze and interpret a wide variety of Channel data and develop weekly /monthly reports in preparation for business review meetings.
• End- to-end device life-cycle management, tracking, monitoring of device’ heartbeat, utilization and efficiency.
• Engage the regions to follow up on implementation of Customer Acquisition Channel Initiatives.
• Provide and maintain a strong and reliable database to facilitate tracking and improvement of channel services and providing information enabling channel business decisions to be made.
• Prepare monthly, quarterly and year to date (YTD) measurement reports.
• Provide functional support to Customer Acquisition Manager
• Support seamlessly, the end-to-end SIM Acquisition agent’s system up, training, onboardings and exit.
• Analyze relevant best practices and provide recommendations to Customer Acquisition Manager.
• Attend regulatory meetings at state level and share outcome with regional leadership

Qualifications and Requirements:

• First degree in Computer Science, Statistics, Economics, Business Administration, Accounting or any related discipline
• Fluent in English

Experience:

3-7 years work experience which includes

• Minimum of 3 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium organization:
• Project planning and reporting, sales/marketing or related function
• Experience using Data Mining Tools
• Telecoms experience would be an added advantage

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Officer – Customer Operations Walk – In, PH

Job Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Rivers| Nigeria. See other Jobs in Rivers
• Category: Customer Care Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Click HERE to Post A Job

Job Description:

Reports To: Manager – Customer Operations Walk In Port Harcourt

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:

• Market MTN products and services to current and potential customers.
• Perform the necessary system transactions related to customer requests. 
• Use organization and time management tools to track cases and meet turn-around times and other required metrics.
• Maintain integrity in managing subscriber data and 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. 
• Escalate and route customer issues to the relevant process operators.
• Verify the correct cash amounts are paid.
• Perform software installation and configuration requests.
• Perform the 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.

Qualifications and Requirements:

• 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)

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