Customer Relationship Officer (Self Service) at MTN Nigeria

Division: Customer Service

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

• Participate in the implementation of the back office and complains operational plans
• Adherence to all defined operational guidelines
• Ensure prompt and complete documentation of transactions on the Self Service Platforms
• Provide 2nd level support for queries from IVR, WSS, Self-Care application platforms
• Collaborate with 3rd level support to follow-through resolution of escalated queries
• Conduct daily, weekly periodic audits on the Self Service Channels
• Drive the Self- service adoption initiatives aligning to the organizational strategy
• Participate in post implementation product testing and UAT
• Assist in prompt resolution and escalations of customer queries to relevant stakeholders
• Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.
• Participate in the generation of daily, weekly, monthly reporting and all reporting activities as the need arises
• Scripting and sourcing for resources for IVR recording, ensure the voice files are properly labelled in readiness for uploading
• Monitor the voice files on the IVR to ensure consistency and ensure proper process mapping and documentation

Job Conditions:

• Normal MTNN office environment.
• Extended work hours which may include weekend

Education

• First Degree or equivalent in Social or Management Science Course
• Membership of Professional Customer Service/Relations associations will be an added advantage

Experience:

• 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.