• Application Deadline:
• Position: Officer - Outbound and Support Desk


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 7 years


• Location Lagos


• Job Field Customer Care 
  

Mission

• 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.

Description

• Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.


• Actively engage in cross selling/up selling to increase the net present value of customer.


• Participate in and execute actions that affect the NPS of customers in the churn bucket.


• Resolve complex issues that have results in a customer disconnection through negotiation while working within MTN policies and procedures.


• Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for accurate Reporting in a timely manner using the enterprise PowerBI platform.


• Carry out data analytics, cost modelling and predictive projections of related business records on eyeballing


• Build relationships with customers to overcome churn and increase retention.


• Identify process, procedure and workflow improvements and to assist in their implementation.


• Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement. 


• Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.


• Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.


• Convert at risk customers to promoters and ensure good NPS.


• Ensure growth in the net value of assigned customers across multiple segments


• Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.


• Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities. 


• Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy and results to executive leadership team on a regular basis.

Education:

• First degree in any relevant discipline 


• Fluent in English 

Experience:

• 3 - 7 years’ experience including:


• Experience working in a medium-sized organization  


• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn)