Customer Relationship Officer- Testing at MTN Nigeria

Division: Customer Relations

Core Purpose of the Job

• 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

Job Summary

• Develop test scripts and test cases
• Develop Product Concept and User Requirements Specification documents
• Coordinate User Acceptance Tests
• Participate in User Acceptance Testing processes for MTN products and services
• Provision of input into Product Concept Documents and User Requirement from a testing and customer support perspective
• Adherence to all defined operational guidelines
• Participate in the implementation of Frontline Empowerment Business initiatives
• Conduct research on MTN products/services in comparison to competition
• Conduct research on new and emerging technology within the Testing space – methodology, framework, best practices, gap assessment
• Research on root causes of top customer challenges and translate into criteria for allocation of priority on test cases
• Process mapping and documentation
• Provide support to the frontline on the use of deployed products, systems and services
• Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements.

Education

• First degree in any related discipline

Experience:

• Minimum of 6 years’ experience which includes:
  • 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 environment

Job Conditions

• Normal MTNN office environment.
• Open plan office