• Application Deadline: Wed, 21 Jun 2023 00:00:00 GMT
• Position: Officer - Customer Operations West 1, Customer Services


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 7 years


• Location Lagos


• City Ikoyi


• Job Field Customer Care 
  

Job Identification: 2815

Description

• Escalate and route customer issues to the relevant process operators.


• Perform necessary system transactions related to customer request.  


• Use organization and time management tools to track cases and meet turn-around-times and other required metrics.


• Maintain Integrity of managing subscriber data/information.


• Identify and report on customer impacting trends.


• Generate periodic reports and other ad-hoc reports as requested by team lead.


• Educate customer on use of products and services.


• Enlighten and educate customers on new products and initiatives within MTN.  


• Document actions taken to resolve client problems.


• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.


• Follow through on customer queries ensuring prompt resolution and feedback.

Requirements

Education:

• First Degree in any relevant discipline


• Fluent in English.

Experience:

• 3 - 7 years’ experience in an area of specialization; with experience working with others


• Experience working in a medium-sized organization  


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