The posting
Job Description
Reports To: Manager - Customer Operations Walk In North Central
Division: Customer Relations and Experience
Mission:
- Contribute to the MTN brand's sustenance and growth by providing technical support and providing excellent and timely resolution to all MTN device queries.
Description:
- Handle requests for software installation and configuration.
- Carry out the incident escalation process in accordance with established policies and procedures.
- Gather and schedule customer phones and devices for warranty repairs.
- Investigate and resolve all technical complaints about network coverage, billing, data, devices, and value-added services
- Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
- Effectively manage complaints within the region and reduce incidents of customers referring complaints to external bodies.
- Assist in the implementation of procedures with a focus on reducing the time it takes from initial customer contact to resolution of complaints.
- Ensure complete compliance to Return Materials Authorization (RMA) procedure.
- Support for FlyX, FibreX and Broadband journeys.
- Regular knowledge sharing and prompt resolution of all technical escalations.
- Manage all regional escalations by interacting effectively with all relevant support teams.
- Proactively identify problematic invoices and notify the billing division.
- Leverage customer interactions to identify opportunities and deliver tailored solutions that drive revenue growth while enhancing the overall customer experience.
- Provide customers and stakeholders with on-the-spot and after-sales support.
- Lead and manage special projects throughout the region.
- Train and coach on new products, processes, devices, etc.
- Manage cash transactions accurately, ensuring correct payment processing and adherence to company standards.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience working with others
- Experience working in a medium organization
- Experience in a call center environment (Customer Care Rep (Retention& Churn)
- Experience resolving common issues for smartphones, tablets, modems, routers etc.
About Us
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 [email protected]
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/).
