Job Description
• To Provide First Line Resolution Of Queries And Enquiries From MFS Agent Network Nationwide
• To Assist First Line Back Office Support For Internal And External Customers Relating To Agent Account Management
• Up And Cross Sell MFS Services To Grow Spend
• Taking Agents Through USSD Process When Required
• Collate And Forward Agents Numbers To Be Provisioned For 182
• Forward And Follow Through Agents Number To Be Whitelisted For *502# Before Registration
• Set Up Of Approved MFS Agents On The System
• Report To The Line Manager Any Fraudulent Activity Noticed On Agent/Customer Account.
• Escalate Issues To Support Teams And Follow Through For Resolution
• Participate In The Generation Of Daily, Weekly, Monthly Reporting And All Reporting Activities As The Need Arises
• Conduct Post Implementation Test On MFS Products And Service And Share Outcomes With Relevant Stakeholders For Continuous Product Improvements
• Assist In Implementing Effective, Proactive, Quality Processes At The Operating Level That Will Positively Impact Quality And Enhance Agent And Customer Satisfaction.
• Educate Agents, Customer Care Representative On MFS Products And Services, Functionalities, Features And Competitive Advantage
• Capture And Monitor Agents And Partner Complaints And Points Of Improvement And Ensure Complaints And Queries Are Promptly Attended To And Escalated Appropriately
• Provide First Line Dispute Resolution Between Agents And Customers.
• Establish And Maintain Professional Business Relationship With Agents To Enhance MTNN’s Business, Image And Services.
• Handle All Enquiries And Requests From Regions Channel And Agents, Ensure Resolution As Well As Inform All Of Status Of Their Complaint, Query Or Request And Record Details Of Contact.
• Cross-Functional Intra And Inter-Departmental Interface In Ensuring Smooth Flow Of MFS Processes,
• 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.
Job Condition
• Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
• Open Plan Office
Experience & Training Education:
• First Degree Or Its Equivalent In Area Of Specialization
• Fluent In English
Experience:
• 3 – 7 Years Of Experience With Experience Working With Others
• Experience In Account Management Function
• Customer Service Experience
• Experience Working In A Medium Organization
Training:
• Basic GSM
• ECW Fundamentals
Minimum Qualification BA, BSc Or HND
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