Latest Jobs at MTN Nigeria

Reports To: Manager - Customer Acquisition and Compliance West

Division: Sales and Distribution

Mission:

• To collate and analyze SIM Cards registration, SIMS availability/Supply and Distribution, Activations, Customer Retention and churn  intelligence information on an on-going basis, (in relation to benchmarking and competition) and provide insight to  Customer Acquisition Channel performance.

Description:

• Evaluate performance measured against SIM registration channel objectives  in the following areas:
• Trade Partner and Customer Acquisition AND compliance Partners
  • Walk-in-Centers
  • Mobile Lite 
  • Connect Stores and Connect Points
  • Other Sim Registration Agents (Pentagon).
• Collect, analyze and interpret a wide variety of Channel data and develop weekly /monthly reports in preparation for business review meetings.
• End- to-end device life-cycle management, tracking, monitoring of device’ heartbeat, utilization and efficiency.
• Engage the regions to follow up on implementation of Customer Acquisition Channel Initiatives.
• Provide and maintain a strong and reliable database to facilitate tracking and improvement of channel services and providing information enabling channel business decisions to be made.
• Prepare monthly, quarterly and year to date (YTD) measurement reports.
• Provide functional support to Customer Acquisition Manager
• Support seamlessly, the end-to-end SIM Acquisition agent’s system up, training, onboardings and exit.
• Analyze relevant best practices and provide recommendations to Customer Acquisition Manager.
• Attend regulatory meetings at state level and share outcome with regional leadership

Education:

• First degree in Computer Science, Statistics, Economics, Business Administration, Accounting or any related discipline
• Fluent in English

Experience:

3-7 years work experience which includes

• Minimum of 3 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium organization:
• Project planning and reporting, sales/marketing or related function
• Experience using Data Mining Tools
• Telecoms experience would be an added advantage

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Reports To: Manager - Customer Operations Walk In Port Harcourt

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 or within a designated location.

Description:

• Market MTN products and services to current and potential customers.
• Perform the necessary system transactions related to customer requests. 
• Use organization and time management tools to track cases and meet turn-around times and other required metrics.
• Maintain integrity in managing subscriber data and information.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Identify and report on customer-impacting trends. 
• Enlighten and educate customers on new products and initiatives within MTN. 
• Escalate and route customer issues to the relevant process operators.
• Verify the correct cash amounts are paid.
• Perform software installation and configuration requests.
• Perform the incidence escalation process in compliance with laid-down policies and procedures.
• Collect and book-in customer phones for warranty repairs.
• Communicate credit status to customers.
• Identify problematic invoices proactively and promptly notify the billing division.

Education:

• First Degree in any related field
• Fluent in English 

Experience:

3-7 years' experience, which includes

• Experience working with others.
• Experience working in a medium-organization
• Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)