MTN Nigeria Job: Customer Experience Management Engineer – HVC & Non-HVC

MTN Nigeria is 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.MTN Nigeria is recruiting to fill the vacant position below:Job Title: Customer Experience Management Engineer – HVC & Non-HVCLocation: LagosJob DescriptionProvide Front Line Interface for monitoring services via CEM Tools, such as monitoring of SOC Dashboards and CEI.Active monitoring of customer experience index (CEI), key quality index (KQI) of HVCs, non HVC and top priority locations.Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experienceEngage with Managed Service Vendors to deliver improved Customer ExperienceLiaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closedRelating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timelyFollow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.Incident managementEnsure NPS and Customer Experience Index improvement as agreed by the business.Value created from customer engagement & OperationsValue from positive customer experience index/NPSWork with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality managementProvide direction on service level measurement issues.Monitor the performance and report against KQI and CEIProvide direction on Customer Experience measurementsProvide direction on how to effectively Manage Customer ComplainsJob ConditionNormal MTNN working conditionsMay be required to work extended hours 

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