Job Title: Officer - Customer Operations West 1 at MTN
Date Posted: Friday the 28th of July.
Expiry Date: 08/04/2025, 11:59 PM
About MTN Nigeria
MTN Nigeria is one of Africa's largest providers of communications services, connecting approximately 77 million people in communities across the country.
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.
Your Job Description at MTN Nigeria
Escalate and route customer issues to the relevant process operators.
Perform 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 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 incident 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.
The Job Requirements at MTN Nigeria
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)
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