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 of:
Position: Customer Relationship Officer (Walk-In)
Location: Lagos
Slot: 2
Job Description
- Educate customers on MTN products and services, functionalities, features and competitive advantage.
- Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
- Establish and maintain professional business relationship with customers to enhance MTNN's business, image and services.
- Ensure delivery of excellent customer care and service delivery for a first call resolution.
- Ensure sales/service of MTNN products and service tailored to customer need
- Handle cash and routine administrative task for end of day reporting
- Provide hands-on device repairs and query resolution
- Follow through on customer queries ensuring prompt resolution and feedback
- Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
- Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately.
- 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.
- 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.
Job Condition
- Normal MTNN working conditions
- May be required to work extended hours
- Experience & Training
Minimum Qualification
- B.Sc, BA, B.Ed, B.Eng, B.Tech or HND in relevant discipline
Experience:
- 4 years relevant work experience in the service industry
- 1-2 years' work experience in a call center (Prepaid/Postpaid) environment
Training:
- Basic GSM
- MTN Products & Services
- Call center policies, processes and procedures
- Call Center applications, technology and systems training
- Telephone/ physical interaction etiquette
- Relationship Management
- Relevant systems training
- CCBS
Method of Application
All qualified candidates should:
Click here to apply online
Deadline 21st August, 2015.
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