Customer Relationship Officer (Walk-In) 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 within designated location.
• To drive productivity, professionalism and operational efficiency in the attainment of excellent service delivery.

Job Summary

• Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
• 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.
• Educate customers on MTN products and services, functionalities, features and competitive advantage
• Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
• Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.
• Handle all enquiries and requests of customers and ensure resolution as well as inform customers of status of their complaint, query or request and record details of contact.
• Collaborate with Segment management to develop customised educational content for customer education
• Combine customer care, sales, and routine administrative tasks
• Generate funds from sales and render  after sales support service
• Handle cash and ensure correct amounts paid
• Collect customer phones for warranty repairs

Education

• First degree (BSc or HND) in any relevant discipline

Experience:

• 3 to 4 years’ experience in Customer service/operations role
• Proficiency in use of Customers service applications such as Agility, Seamfix, IFS etc
• Customer Complaints resolution skills
• Good Communication and systems applications knowledge
• Cash and Stock management skills
• Sound IT Knowledge of business and systems applications
• Experience in the Telecoms/Service industry

Job Conditions

• Normal MTNN office environment.
• May be required to work extended hours
• Open plan office