Job Description
Reports To: Senior Manager – Total Quality Management
Division: Customer Relations and Experience
Mission:
- Responsible for providing the highest quality of customer-focused care and satisfaction using knowledge of products, systems, and procedures to make informed decisions, deliver enabling solutions, and maintain profitable customer relationships.
Description:
- Track and monitor customer services and customer care operations, and ensure action is taken to improve and realize service level targets.
- Deploy tools and procedures to capture, monitor, and identify pain points for improvement, and ensure complaints are promptly attended to and customers are informed of their status in the resolution process.
- Deploy digital and automated tools and procedures to promote self-service, scale, and liberalize customer support applications and solutions.
- Collect data and information on customer care needs and issues and manage the implementation of new systems, procedures, and work ethics to improve customer service efficiency.
- Monitor and prepare periodic reports on pre- and post-implementation, sales, retention, and generate periodic reports for management review.
- Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends, and ensuring optimum service levels are achieved and maintained.
- Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer care representatives.
- Establish and maintain lasting relationships between customers and customer care representatives, as well as other key units within and outside TQM (Regulatory, Legal, Regulatory, Risk & Compliance, Information Systems, Marketing, Sales, Channel Distribution, Walk-in Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
- Partner with MTNN’s Ecosystem Partners to deliver business value.
- Manage relationships with key stakeholder units (Regulatory, Risk & Compliance, Information Systems, Credit Collections & Billing, EB, FBB Marketing, Sales & Distribution, Walk-In & Online).
- Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Education:
- A first degree in social science or any related field
- An MBA is desirable.
Experience:
6–13 years’ experience, which includes:
- 3 years’ work experience in the area of specialization in supervising others
- Exposure to telecom customer support technologies and complementary technologies
- Exposure to customer support regulatory demands in telecom
- Experience in managing complex processes and procedures, including the role of digitization for process optimization
- Experience in agile/scrum methodologies and implementations
- High Proficiency in Excel, PowerPoint Usage, and any Data Analytics tools
- Project management certification or experience
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.
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 and invests in YOU while delivering the best value to those they serve, then THIS is the place.
Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to 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
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/).
