Officer - Customer Operations Walk In Job at MTN Nigeria

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: Officer - Customer Operations Walk In

Job Identification: 5312
Job Location: Enugu
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager - Customer Operations Walk In Enugu
Division: Customer Relations and Experience

Job Description

• 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.

Responsibilities

• 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. 
• Verify correct cash amounts are paid
• Perform software installation and configuration requests.
• Perform incidence escalation process in compliance with laid down policies and procedures
• 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.
• 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.

Qualifications
Education:

• First Degree in any related field
• Fluent in English.

Experience:

• 3 - 7 years of experience including:

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