Officer - Planning And Customer Management (Supervisory)

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 vacant position below:
Job Title: Officer – Planning and Customer Management (Supervisory)
Location: Lagos
Employment status: Permanent
Job Description
  • 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
  • To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement
  • Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
  • 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.
  • Educate customers on MTN products and services, functionalities, features and competitive advantage
  • Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
  • Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.
  • 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.
  • Collaborate with Segment management to develop customized educational content for customer education
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
  • Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details
  • Proactively identify possible reconciliation issues and promptly escalate to relevant process owners
  • Ensure accuracy of bill before it is sent.
  • Perform other tasks as required by SCRP Or CRP regarding account or product enquiries
  • Participate in mock and actual bill run quality assurance, ensuring only high quality invoices get to the customer
  • Perform software installation and configuration requests to customer satisfaction.
  • Carry out cross & up-selling of products and services
  • Perform incidence escalation process in compliance with laid down policies and procedures
  • Log compensation calls for inconvenience to customers.

  • Normal MTNN working conditions
  • May be required to work extended hours.
Requirements, Experience & Training 
Education:
  • First degree in any relevant discipline
  • Fluent in English
Experience:
  • 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.
Training:
  • 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
  • BA, BEd, BSc or HND.
Application Closing Date
6th March, 2019.

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