Customer Operations Officer - #33337

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Position: Customer Operations Officer

Job Identification: 4250
Job Location: Kano
Employment Type: Full-time
Reports To: Manager - Customer Operations Walk In North West
Division: Customer Services

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.
• Escalate and route customer issues to the relevant process operators.
• Verify the correct cash amounts are paid.
• Perform software installation and configuration 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.
• Identify and report on customer-impacting trends.
• Enlighten and educate customers on new products and initiatives within MTN.
• 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.

Requirements
Education:

• First Degree in any related field
• Fluent in English

Experience:
3-7 years of experience, which includes:

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