Customer Relationship Officer (Product & Testing) 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
• Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative.
• Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
• Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners to improve their processes which in turn will improve the efficiency of MTNN’s operations.
• Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
• Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
• 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.

Job condition  

• Normal MTNN working conditions
• May be required to work extended hours
• Open plan office
• Experience & Training    
• First  degree in any relevant discipline
• Fluent in English
• 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
• Experience in a digital media related experience
• Experience in a Customer Service related role
• Experience in Data mining and interpretation
• Experience in the use of Structural Query Language (SQL)
• Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash,  after effect, in-design, audition,
• illustrator, Adobe Captivate, Premier Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical
• Experience in the use of visio for process mapping & documentation
• Experience in Content development
• 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