Customer Relationship Officer X2 (Research And Digital Media) in Lagos, Nigeria

at MTN Nigeria

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

Job Description

Job description     

• Participate in the implementation of the back office and complains operational plans

• Adherence to all defined operational guidelines

• Participate in the implementation of Frontline Empowerment Business initiatives

• Conduct research on MTN products/services in comparison to competition

• Conduct research on new and emerging technology within the digital space

• Development of content on the Enterprise knowledge management system in different formats graphics, videos etc

• constant review of the knowledge base in line with changing business requirements

• Research on root causes of top customer challenges and translate into knowledge management content development for frontline and customer empowerment

• Collaborate with Segment management to develop customised educational content for customer education

• Participate in UAT of MTN products and services

• Develop content for the self- service campaign and initiatives

• Develop guided help to support the self- Service adoption on complex customer issues

• Project Management

• Process mapping and documentation

• Provide support to the frontline on the use of Enterprise Knowledge Management System

• Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements

• Manage the end to end authoring process on the knowledge management system

•  Develop scripts for content development.

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