Officer - Customer Operations West, Customer Services at MTN Nigeria

Job Identification Number: 1191
Job Category: MTN Level 2
Reports To: Manager Customer Operations Walk-In
Division: Customer Relations

Description

• 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. 

Requirements
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).