Officer - Self Service and Electronic Channels, Customer Services at MTN Nigeria

Description

• Provide 2nd level support for queries emanating from Self Service Channels i.e. myMTN NG, myMTN Web, IVR, Chatbot etc
• Participate in user acceptance testing for all the releases of the Self Service Channels  i.e. (Chatbot, myMTN NG, myMTN Web, IVR etc
• Participate in daily scrums and all related agile ceremonies
• Conduct, daily, weekly audits of the Self Service Channels, collaborate with relevant stakeholders to ensure defects are closed
• Participate in all  business initiatives deployed to drive adoption of the self service Channels
• Generate insights for strategic business decision making
• Actively participate in channel features journey mapping
• Collaborate with relevant stakeholders to resolve queries emanating from the payment gateway
• Manage end-to-end  all activities that relates to upload of contents on the IVR i.e. scripts, Edit files etc
• Participate in scripting and reviews for MTN products and Services and channel specific initiatives
• Co-ordinate Beta Testing for new releases on the Self Service Channels
• Participate in business change and transformational management initiatives
• Collaborate to ensure audit infractions are closed within agreed timelines as flagged by relevant stakeholders i.e. Internal audit etc
• Conduct root cause analysis for customer pain points as it relates to the Self Service Channels
• Collaborate with relevant functional and cross functional teams to ensure improved Customer satisfaction
• Provide feedback to customer queries on google appstore and play store and follow up with application developers to resolve customer pain points expressed through these channels
• Frontline empowerment/education on new initiatives, ensuring all relevant information are cascaded within the agreed timelines to all frontline and other support teams

Requirements
Education:

• First Degree in any relevant field
• Certification in Scrum, Project Management an added advantage
• Fluent in English.

Experience:

• 3 - 7 years’ experience including:
  • Minimum of 1 year experience using Agile project Management methodology
  • Experience working in a medium-sized organization
  • Certification in Scrum, Project Management
  • Experience applying design thinking in product development
  • Advanced Knowledge in the use of Excel
  • Change Management
  • Data Science
  • PowerBi
  • Structured Query Language (SQL)
  • Experience using studio equipment and editing.