Senior Engineer, Customer Experience at 9Mobile

Job ID: IRC4030

Job Summary

• Handling customer complaints, support activities to improve customer experience management and reduce churn.

Principal Functions

• Complaints demarcation
• Resolution of customer experience complaints
• Ensuring first call resolution of customer complaints
• Key Quality Indicators (KQI) monitoring
• Handling proactive customer-centric network performance improvement
• Predictive maintenance using data analytics to improve customer experience
• Tracking and improving Average handling time (AHT), Mean time to demarcate (MTD), time to recovery (TTR) for customer/subscriber incidents
• Customer insight and VIP monitoring
• Creation and generation of applicable CEM dashboards
• Generation of customer complaints handling report
• Perform other duties as assigned by the Head, NOC & BSS

Educational Requirements

• First Degree or equivalent in Electrical or Computer Engineering or relevant discipline
• Four (4) to six (6) years post NYSC work experience
• RF optimization experience

Experience, Skills & Competencies
Knowledge:

• Network availability and capacity management
• Network administration
• Network operations and maintenance
• Radio Frequency coverage and capacity optimization
• Network key performance indicator analysis

Skills:

• Communication
• Analytical
• Reconciliation
• Problem Solving
• Presentation

Behavior:

• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Teamwork
• Customer Focus.