Officer - Customer Operations, West 2 at MTN Nigeria

Responsibilities

• Escalate and route customer issues to the relevant process operators.
• Perform necessary system transactions related to customer request.  
• Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
• Maintain Integrity of managing subscriber data/information.
• Identify and report on customer impacting trends. 
• Generate periodic reports and other ad-hoc reports as requested by team lead.
• Educate customer on use of products and services.
• Enlighten and educate customers on new products and initiatives within MTN.  
• Document actions taken to resolve client problems.
• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
• Follow through on customer queries ensuring prompt resolution and feedback. 

Education

• First Degree in any relevant discipline 
• Fluent in English.

Experience:

• 3 - 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization.
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).