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  • Posted: Feb 25, 2021
    Deadline: Not specified
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  • 9Mobile is a Nigerian telecommunications services provider, currently operating in Nigeria. 9Mobile is formerly known as Etisalat Nigeria.
    Read more about this company

     

    Senior Engineer, Customer Experience

    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.

    Method of Application

    Interested and qualified? Go to 9Mobile on careers.9mobile.com.ng to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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Average Salary at 9Mobile
₦ 157K from 57 employees
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