Customer Relationship Officer, Customer Operations at MTN Nigeria

Job Description

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
• To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
• Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Monitor Accounts as assigned by partners.
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Educate customers on MTN products and services, functionalities, features and competitive advantage
• Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
• Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.
• Handle all enquiries and requests of customers and ensure resolution as well as inform customers of status of their complaint, query or request and record details of contact.
• Collaborate with Segment management to develop customised educational content for customer education
• Combine customer care, sales, and routine administrative tasks
• Generate funds from sales and render after sales support service
• Handle cash and ensure correct amounts paid
• Collect customer phones for warranty repairs

Job Condition

• Normal MTNN working conditions
• May be required to work extended hours.

Experience & Training    

• First degree in any relevant discipline
• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium organization
• Experience in the service industry
• Experience in a call center (Prepaid/Postpaid) environment

Training:

• Basic GSM
• MTN Products & Services
• Relationship Management
• Relevant systems training
• CCBS
• Call center policies, processes and procedures
• Call Center applications, technology and systems training
• Telephone/ physical interaction etiquettes
  

Minimum qualification

• BEd, BEng, BSc, BTech or HND.