Customer Relationship Officer (Self Service) at MTN Nigeria

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 position below:Job Title: Customer Relationship Officer (Self Service)Location: LagosDivision: Customer ServiceCore Purpose of the JobContribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated locationTo drive productivity, professionalism and operational efficiency in the attainment of excellent service deliveryJob SummaryParticipate in the implementation of the back office and complains operational plansAdherence to all defined operational guidelinesEnsure prompt and complete documentation of transactions on the Self Service PlatformsProvide 2nd level support for queries from IVR, WSS, Self-Care application platformsCollaborate with 3rd level support to follow-through resolution of escalated queriesConduct daily, weekly periodic audits on the Self Service ChannelsDrive the Self- service adoption initiatives aligning to the organizational strategyParticipate in post implementation product testing and UATAssist in prompt resolution and escalations of customer queries to relevant stakeholdersAssist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.Participate in the generation of daily, weekly, monthly reporting and all reporting activities as the need arisesScripting and sourcing for resources for IVR recording, ensure the voice files are properly labelled in readiness for uploadingMonitor the voice files on the IVR to ensure consistency and ensure proper process mapping and documentationJob Conditions:Normal MTNN office environment.Extended work hours which may include weekend 

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