Officer - Customer Operations West II at MTN Nigeria

Reports To: Manager - Customer Operations Walk In West 2

Division: Customer Relations and Experience

Mission:

• Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.

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.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Identify and report on customer impacting trends. 
• Enlighten and educate customers on new products and initiatives within MTN.  
• Educate customer on use of products and services.
• Document actions taken to resolve client problems.
• Verify correct cash amounts are paid
• Perform software installation and configuration requests.
• Perform incidence escalation process in compliance with laid down policies and procedures
• Collect and book- in customer phones for warranty repairs
• Communicate credit status to customers
• Identify problematic invoices proactively and promptly notify the billing division
• Assist with Printing post-paid client bills
• Generate funds from sales and render after sales support service 
• Handle cash and ensure correct amounts are paid
• Collect customer phones for warranty repairs

Education:

• First Degree in any related field
• Fluent in English 

Experience:

3-7 years' experience, which includes

• Experience working with others.
• Experience working in a medium-organization
• Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)