Multiple Job Openings At MTN

MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg.

MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa.
With more than 17510 professionals, working in over 20 countries around the world.

MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.

Interested and qualified candidates are invited to apply for the following positions:

Team Lead – Connect Operations West 1 (Lagos and Ogun) .Customer Services NG
Officer – Customer Operations West 1 (Lagos and Ogun) .Customer Services NG
Officer – Customer Operations Walk In PH.Customer Services NG

Team Lead – Connect Operations West 1 (Lagos and Ogun)

Job Identification:1276
Job Category: MTN Level 2
Locations : MTN plaza, Ikoyi, Lagos State, South West Region, 101233, NG
Job Schedule: Full time

Job Description

Reports To: Manager Customer Operations
Division: Customer Relations

Description

Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
Provide technical, procedural and policy guidance to customer care representatives and other operational staff and supervise all technical activities and administrative duties in the customer assistance center.
Act as a change agent in the implementation of new initiatives both within the business unit and across the organization including initiatives to reduce churn and increase loyalty of customers within segments.
Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
Ensure adherence to schedules and other defined rules and regulations within the assistance center and that procedures are followed to promote meaningful communications between customers and customer care representatives.
Co-ordinate and monitor the activities of Customer Care Representatives and facilitate prompt and complete dissemination of relevant information to team members.
Capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to, queries escalated appropriately and ensure customer informed of status in the resolution process
Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.
Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and techniques and approaches required to optimize services.
Prepare periodic report on sales for management review.

Education:

First degree in any relevant discipline
An MBA will be an added advantage
Fluent in English

Experience: 3 – 7 years’ experience in an area of specialization; with experience working with others

Experience working in a medium-sized organization
Experience in a customer facing operations environment
Experience in a supervisory role
Experience in query resolution
Experience in general ledger reconciliation

Officer – Customer Operations West 1 (Lagos and Ogun).Customer Services NG

Job Identification1191Job CategoryMTN Level 2Locations

MTN plaza, Ikoyi, Lagos State, South West Region, 101233, NG

Posting Date04/14/2022, 10:42 AMApply Before04/26/2022, 11:59 PMJob ScheduleFull time

Job Description

Reports To: Manager Customer Operations Walk-In
Division: Customer Relations
Description

Escalate and route customer issues to the relevant process operators.
Perform necessary system transactions related to customer request.
Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
Maintain Integrity of managing subscriber data/information.
Identify and report on customer impacting trends.
Generate periodic reports and other ad-hoc reports as requested by team lead.
Educate customer on use of products and services.
Enlighten and educate customers on new products and initiatives within MTN.
Document actions taken to resolve client problems.
Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
Follow through on customer queries ensuring prompt resolution and feedback.

Education:

First degree in any relevant discipline
Fluent in English

Experience:3 – 7 years’ experience in an area of specialization; with experience working with others

Experience working in a medium-sized organization
Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)

Officer – Customer Operations Walk In PH.Customer Services NG

Job Description

Reports To: Manager Customer Operations Walk-In
Division: Customer Relations
Description

Escalate and route customer issues to the relevant process operators.
Perform necessary system transactions related to customer request.
Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
Maintain Integrity of managing subscriber data/information.
Identify and report on customer impacting trends.
Generate periodic reports and other ad-hoc reports as requested by team lead.
Educate customer on use of products and services.
Enlighten and educate customers on new products and initiatives within MTN.
Document actions taken to resolve client problems.
Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
Follow through on customer queries ensuring prompt resolution and feedback.

Education: