Customer Relationship Officer (Product & Testing) in Lagos, Nigeria

at MTN Nigeria

Customer Service
Minimum Qualification
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female
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Job Description

Department: Billing & Service Operations Management

Job Descriptions

  • Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
  • To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
  • Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative.
  • Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
  • Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners to improve their processes which in turn will improve the efficiency of MTNN’s operations.
  • Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
  • Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
  • Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
  • Monitor Accounts as assigned by partners.
  • Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Open plan office

Experience & Training    

  • First degree in any relevant discipline
  • Fluent in English
  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Experience working in a medium  organization
  • Experience in the service industry
  • Experience in a call center (Prepaid/Postpaid) environment
  • Experience in a digital media related experience
  • Experience in a Customer Service related role
  • Experience in Data mining and interpretation
  • Experience in the use of Structural Query Language (SQL)
  • Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash,  after effect, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical
  • Experience in the use of visio for process mapping & documentation
  • Experience in Content development
  • Basic GSM
  • MTN Products & Services
  • Relationship Management
  • Relevant systems training
  • CCBS
  • Call center policies, processes and procedures
  • Call Center applications, technology and systems training
  • Telephone/ physical interaction etiquettes

Minimum Qualification

  • HND



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