Officer - Regional Technical NC at MTN Nigeria

• Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development.
• Handle requests for software installation and configuration.
• Manage all regional escalations by effectively interacting with all relevant support teams.
• Carry out the incident escalation process in accordance with established policies and procedures.
• Manage complaints effectively within the region and minimize incidents of customers referring complaints to external bodies.
• Assist with implementing procedures with a focus on a faster turnaround time for complaints from initial customer contact to resolution.
• Provide information regarding account or product inquiries to current and potential customers
• Gather and schedule customer phones for warranty repairs.
• Investigate and resolve all technical complaints about network coverage, billing, data, and value-added services.
• Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
• Identify and report on customer impacting trends.

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

• 3 - 7 years’ experience including:
• Minimum of 2 years’ experience in customer facing environment 
• Experience in a call center environment
• Experience working in a medium-sized organization