OFFICER - CUSTOMER OPERATIONS WEST II AT MTN NIGERIA

About Company:

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Job 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

Requirements:

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)

Salary

Application Closing Date: Not specified

Application Instructions:

Click the button below to apply