Customer Relationship Officer, Customer Operations AT MTN NIG.

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 • 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 Customised Educational Content For Customer Education • Combine Customer Care, Sales, And Routine Administrative Tasks • Generate Funds From Sales And Render After Sales Support Service • Handle Cash And Ensure Correct Amounts Paid • Collect Customer Phones For Warranty Repairs
Job Condition
• Normal MTNN Working Conditions • May Be Required To Work Extended Hours
Experience & Training
• First Degree In Any Relevant Discipline • 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 BEd, BEng, BSc, BTech Or HND
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