Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Feb 10, 2020
    Deadline: Feb 18, 2020
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    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 wi...
    Read more about this company

     

    Job Title: Manager, Customer Operations

    Job Description

    • Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
    • Support the Shareholder return strategy by developing and implementing Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT &  Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
    • Participate in the review of Business Processes (headcount, process optimisation etc.), to drive efficiency gains to ensure reduction in Divisional budget year-on-year.
    • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
    • Drive an increase in MTNN’s Net Promoter Score
    • Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
    • Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the  resolution process.
    • Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
    • Monitor and prepare periodic report on sales and generate periodic reports for management review.
    • Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
    • Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.
    • Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to  maintain a customer-focused attitude toward activities that improve customer lifetime value.
    • Partner with MTNN’s Ecosystem Partners to deliver business value.
    • Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
    • Support organisational employee awareness on Ethics - including providing regular training to employees on Ethics matters, the application of standards and guidelines, relevant laws and regulatory requirements, promoting and enhancing a strong telecom-wide compliance culture etc.

    Job Condition:

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Regional Travel (for Regional Service Managers)

    Experience & Training
    Education:

    • First degree in Social Science or any related field
    • An MBA is desirable

    Experience:

    • Minimum 6 - 13 years’ experience which includes:
    • Telecom experience of at least 8 years, preferably in customer operations or customer care
    • 3 years work experience in area of specialisation in experience supervising others
    • Minimum of 4 years supervisory experience with 3 years retail channel/shop management experience
    • 4 years franchise management experience
    • Experience in credit matrix scoring and assessment
    • Exposure to telecom billing technologies and complementary technologies
    • Experience in managing complex processes and procedures

    Minimum Qualification

    • BSc or HND

    Method of Application

    Interested and qualified? Go to MTN Nigeria on careers.mtnonline.com to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at MTN Nigeria Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail