Manager - Customer Operations Walk In West II at MTN Nigeria

Mission:

Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships

Description:

• Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets. 
• Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process. 
• Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
• Monitor and prepare periodic report on sales and generate periodic reports for management review. 
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained. 
• Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives. 
• Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Ensure optimum stock levels within service centres in assigned region
• Oversee customer care delivery within the region and ensure MTNN’s quality standard is maintained
• Ensure experiential marketing activities undertaken to assist customers in understanding and usage of products and services
• Gather customer intelligence through interaction with customers within assigned region
• Provide bill reprinting and payment collections services
• Ensure products and services are sold to best suit customer needs

Education:

• First degree in Social Science or any related field
• An MBA is desirable

Experience:

6 -13 years’ experience which includes:

• 3 years work experience in area of specialization in experience supervising others
• Experience in financial credit risk management
• Experience in credit matrix scoring and assessment
• Exposure to telecom billing technologies and complementary technologies
• Experience in managing complex processes and procedures