Officer - Planning and Customer Management (Supervisory) at MTN Nigeria

Employment status: Permanent

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
• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement
• 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 customized educational content for customer education
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
• Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details
• Proactively identify possible reconciliation issues and promptly escalate to relevant process owners
• Ensure accuracy of bill before it is sent.
• Perform other tasks as required by SCRP Or CRP regarding account or product enquiries
• Participate in mock and actual bill run quality assurance, ensuring only high quality invoices get to the customer
• Perform software installation and configuration requests to customer satisfaction.
• Carry out cross & up-selling of products and services
• Perform incidence escalation process in compliance with laid down policies and procedures
• Log compensation calls for inconvenience to customers.

Job Condition

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

Requirements, Experience & Training
Education:

• First degree in any relevant discipline
• Fluent in English

Experience:

• 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

• BA, BEd, BSc or HND.