Recent Career Opportunity at MTN Nigeria

Job Description

•     Educate customers on MTN products and services, functionalities, features and competitive advantage.
•     Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
•     Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately.
•     Handle all enquiries and requests of customers and ensure resolution as well as inform customers of status of their complaint, query or request and record details of contact.
•     Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
•     Monitor Accounts as assigned by partners.
•     Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
•     Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.
•     Assist line managers in the development of team and individual quality and performance standards.
•     Facilitate target setting and performance contract development for all employees.
•     Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and under performers.
•     Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
•     Calibrate calls within the Online Assistance Centre to ensure compliance to CR quality management metrics.
•     Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards.
•     Conduct periodic audit for the division ensuring service standards are adhered to.
•     Conduct quality gap analysis.
•     Conduct mystery shopping for the customer touch points.
•     Deliver quality assurance (QCG) training for customer care representatives.
•     Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
•     Analyze customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions
•     Collaborate with business users to define processes that meet business needs
•     Ensure processes are scalable and flexible to meet future business need
•     Work with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systems
•     Develop and define IT requirements to support process and system changes
•     Plan and manage the development and maintenance of required user systems
•     Participate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results.
•     Create detailed functional design documents for conversions, interfaces, and reports
•     Work with user departments to define roles and access rights to be created for all users in line with business requirements
•     Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
•     Serve as a resource to super-users for education on technical system functionality.
•     Engage with vendor service support groups to bring resolution to system performance or other processing issues
•     Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution

Job Condition

•     Normal MTNN working conditions
•     May be required to work extended hours

Experience:

•     4 years relevant work experience in the service industry
•     1-2 years’ work experience in a call center (Prepaid/Postpaid) environment

Training:

•     Basic GSM
•     MTN Products & Services
•     Relationship Management
•     Relevant systems training
•     CCBS
•     Call center policies, processes and procedures
•     Call Center applications, technology and systems training
•     Telephone/ physical interaction etiquettes

Minimum Qualification:

• BSc