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 Title: Officer – Regional Technical NC, Customer Services

Job Identification: 1826
Location: Abuja
Job Schedule: Full time
Reports To: Manager Regional Technical (North Central)
Division: Customer Relations

Description

• Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development.
• Handle requests for software installation and configuration.
• Manage all regional escalations by effectively interacting with all relevant support teams.
• Carry out the incident escalation process in accordance with established policies and procedures.
• Manage complaints effectively within the region and minimize incidents of customers referring complaints to external bodies.
• Assist with implementing procedures with a focus on a faster turnaround time for complaints from initial customer contact to resolution.
• Provide information regarding account or product inquiries to current and potential customers
• Gather and schedule customer phones for warranty repairs.
• Investigate and resolve all technical complaints about network coverage, billing, data, and value-added services.
• Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
• Identify and report on customer impacting trends.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English.

Experience:

• 3 – 7 years’ experience including:
  • Minimum of 2 years’ experience in customer facing environment
  • Experience in a call center environment
  • Experience working in a medium-sized organization

Application Closing Date
30th January, 2023 (11:59PM).