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 etc.
• Maintain leadership in the ICT/Digital industry by keeping abreast of relevant industry news and notifying the team as appropriate.
• 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 etc.
• Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
• Complaint, query or request and record details of contact.
• Develop implementation and project plans.
• Estimate resource requirement and determine IT impacted groups
• Monitor and drive resolution of issues
• Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
• Serve as a resource to super-users for education on technical system functionality.
• Develop and define IT requirements to support process and system changes
• Plan and manage the development and maintenance of required user systems
• Participate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results
• Create detailed functional design documents for conversions, interfaces, and reports
• Work with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systems

Job Condition:

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

Experience & Training     

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