Officer – Customer Operations West 1, Customer Services at MTN Nigeria Full Time

Job Title: Officer – Customer Operations West 1, Customer Services

Job Identification: 2815
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager Customer Operations Walk-In
Division: Customer Relations

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.
• Identify and report on customer impacting trends.
• Generate periodic reports and other ad-hoc reports as requested by team lead.
• Educate customer on use of products and services.
• Enlighten and educate customers on new products and initiatives within MTN.
• Document actions taken to resolve client problems.
• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
• Follow through on customer queries ensuring prompt resolution and feedback.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English.

Experience:

• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).

Application Closing Date
21st June, 2023.