Customer Relationship Officer (TQM) - 2 Positions in Lagos, Nigeria

at MTN Nigeria

Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

Job Description:

  • Educate customers on MTN products and services, functionalities, features and competitive advantage.
  • Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
  • Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately.
  • Handle all enquiries and requests of customers and ensure resolution as well as inform customers of status of their complaint, query or request and record details of contact.
  • 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.
  • Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.
  • Assist line managers in the development of team and individual quality and performance standards.
  • Facilitate target setting and performance contract development for all employees.
  • Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and under performers.
  • Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
  • Calibrate calls within the Online Assistance Centre to ensure compliance to CR quality management metrics.
  • Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards.
  • Conduct periodic audit for the division ensuring service standards are adhered to.
  • Conduct quality gap analysis.
  • Conduct mystery shopping for the customer touch points.
  • Deliver quality assurance (QCG) training for customer care representatives.
  • Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
  • Analyze customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions
  • Collaborate with business users to define processes that meet business needs
  • Ensure processes are scalable and flexible to meet future business need
  • Work with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systems
  • Develop and define IT requirements to support process and system changes
  • Plan and manage the development and maintenance of required user systems
  • Participate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results.
  • Create detailed functional design documents for conversions, interfaces, and reports
  • Work with user departments to define roles and access rights to be created for all users in line with business requirements
  • Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
  • Serve as a resource to super-users for education on technical system functionality.
  • Engage with vendor service support groups to bring resolution to system performance or other processing issues
  • Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution.
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