Officer - Customer Operations West 1.Customer Relations and Experience at MTN Group

Lagos, Lagos State, Nigeria -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relations, Case Tracking, Data Confidentiality, Product Education, Cash Handling, Software Installation, Incident Escalation, Warranty Management, Billing Support, Sales, Time Management, Customer Experience

Industry

Telecommunications

Description

Reports To: Manager - Customer Operations Walk In West 1 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: > * 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. > * 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. > * Educate customer on use of products and services. > * Document actions taken to resolve client problems. > * Verify correct cash amounts are paid > * Perform software installation and configuration requests. > * Perform 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 > * Assist with Printing post-paid client bills > * Generate funds from sales and render after sales support service > * Handle cash and ensure correct amounts are paid > * Collect customer phones for warranty repairs 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) > We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization. At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA. As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us! Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career. Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Obsessions: How We Do It The behaviors that keep our culture strong and safe. 1. Light It Up! Always Do This: 🔹 Bring all your heart and all your smarts to us. Never Do This: ❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself. 2. Raise Your Hand. Speak Your Mind. Always Do This: 🔹 Respectfully but firmly challenge any threat to what we stand for. Never Do This: ❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you. 3. Collaborate. Don’t Isolate. Always Do This: 🔹 Share what you know and respect what others can teach you. Never Do This: ❌ Never think that you are great unless you help make others great too. 4. Things Always Get Better Here. Always Do This: 🔹 Take your own steps forward to improve and strengthen us. Never Do This: ❌ Never believe or cause others to believe that "not now" means "not ever." Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Then, join MTN Nigeria! Welcome to our Y’ello Family, where our people are our most critical competitive assets. If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place. Our Employee Value Proposition enables you to: 🟡 Work with meaning 🟡 Connect to develop 🟡 Thrive in positivity 🟡 Grow with purpose Live inspired. It’s a great place to work! Take that bold step and apply today! *Eligible Females and People with Disabilities are encouraged to apply. *MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. *MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever. For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com [MTNN.ForensicServices@mtn.com] By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/ [https://www.mtn.ng/career/]).

Responsibilities

Provide high-quality customer care by resolving issues, performing system transactions, and educating customers on MTN products. Manage cash transactions, handle warranty repairs, and escalate technical or billing problems to relevant departments.