Officer - Outbound and Support Desk at MTN Nigeria

Mission

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

Description

• Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
• Actively engage in cross selling/up selling to increase the net present value of customer.
• Participate in and execute actions that affect the NPS of customers in the churn bucket.
• Resolve complex issues that have results in a customer disconnection through negotiation while working within MTN policies and procedures.
• Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for accurate Reporting in a timely manner using the enterprise PowerBI platform.
• Carry out data analytics, cost modelling and predictive projections of related business records on eyeballing
• Build relationships with customers to overcome churn and increase retention.
• Identify process, procedure and workflow improvements and to assist in their implementation.
• Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement. 
• Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
• Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
• Convert at risk customers to promoters and ensure good NPS.
• Ensure growth in the net value of assigned customers across multiple segments
• Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.
• Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities. 
• Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy and results to executive leadership team on a regular basis.

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

• 3 - 7 years’ experience including:
• Experience working in a medium-sized organization  
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn)