Officer – Planning and Customer Management (Supervisory) 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 vacant position below:Job Title: Officer - Planning and Customer Management (Supervisory)Location: LagosEmployment status: Permanent Job DescriptionContribute 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 deliveryTo assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvementUp 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 advantageCapture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriatelyEstablish 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 customized educational content for customer educationContinuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer detailsProactively identify possible reconciliation issues and promptly escalate to relevant process ownersEnsure accuracy of bill before it is sent.Perform other tasks as required by SCRP Or CRP regarding account or product enquiriesParticipate in mock and actual bill run quality assurance, ensuring only high quality invoices get to the customerPerform software installation and configuration requests to customer satisfaction.Carry out cross & up-selling of products and servicesPerform incidence escalation process in compliance with laid down policies and proceduresLog compensation calls for inconvenience to customers.Job ConditionNormal MTNN working conditionsMay be required to work extended hours. 

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