OFFICER - ESCALATIONS AND SERVICE RECOVERY AT MTN NIGERIA

About Company:

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 with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria.

Job 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.

Requirements:

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

Salary

Application Closing Date: Not specified

Application Instructions:

Click the button below to apply