Officer - Self Service and Electronic Channels at MTN Nigeria

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/ within designated location.

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.
• Project Management
• Collaborate with relevant functional and cross functional teams to ensure improved Customer satisfaction.
• Frontline empowerment/education on new initiatives, ensuring all relevant information are cascaded within the agreed timelines to all frontline and other support teams.

Education:

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

Experience:

3-7 years work experience which includes

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