Officer – Customer Operations Walk In (Enugu) at MTN Nigeria Full Time

Job Title: Officer – Customer Operations Walk In

Job Identification: 5312
Location: Enugu
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Customer Operations Walk In Enugu
Division: Customer Relations and Experience

Job Description

• 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.

Responsibilities

• 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.

Qualifications
Education:

• First Degree in any related field
• Fluent in English.

Experience:

• 3 – 7 years’ experience including:
  • Experience working with others.
  • Experience working in a medium-organization
  • Experience in a call-center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).

Application Closing Date
21st February, 2025; 10:59 PM.