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: Lagos
Employment status: Permanent
Job Description
- Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
- To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
- To 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 improvement
- Up 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 advantage
- Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
- Establish 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 education
- Continuously 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 details
- Proactively identify possible reconciliation issues and promptly escalate to relevant process owners
- Ensure accuracy of bill before it is sent.
- Perform other tasks as required by SCRP Or CRP regarding account or product enquiries
- Participate in mock and actual bill run quality assurance, ensuring only high quality invoices get to the customer
- Perform software installation and configuration requests to customer satisfaction.
- Carry out cross & up-selling of products and services
- Perform incidence escalation process in compliance with laid down policies and procedures
- Log compensation calls for inconvenience to customers.
Job Condition
- Normal MTNN working conditions
- May be required to work extended hours.
Requirements, Experience & Training
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
- Minimum of 3 years’ experience in an area of specialisation; with experience working with others
- Experience working in a medium organization
- Experience in the service industry
- Experience in a call center (Prepaid/Postpaid) environment.
Training:
- Basic GSM
- MTN Products & Services
- Relationship Management
- Relevant systems training
- CCBS
- Call center policies, processes and procedures
- Call Center applications, technology and systems training
- Telephone/ physical interaction etiquettes
Minimum qualification
- BA, BEd, BSc or HND.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: CEM System Support Engineer (Supervisory)
Location: Lagos
Job Descriptions
- Responsible for System routine maintenance and software lifecycle audit
- Ensures smooth integration of new systems and protocols
- Value created by optimizing business operations and assurance
- Assist in planning and designing databases for customer experience management.
- Ensure that installed platforms functionalities are optimal and maintained periodically.
- Create scripts that will automate platform operational efficiency.
- Ensure platform availability by ensuring Geo redundant solutions are deployed.
- Transfer knowledge and skills on new database
- Provide a wide variety pf administrative support services to the department and also support the other database structures and data.
- Maintain records of MoP and research results, using standard back up procedures.
- Work on the database/code management review and documentation.
- Uphold all customer information security and enforce all the non-disclosure agreements.
- Deliver Quality, accurate and timely reports
- Prompt and accurate escalation of faults
- Availability of system performance statistics
- Ensure closure of assigned faults
- Value created from customer engagement & Operations
- Value from positive customer experience index/NPS
- Work with IS teams, IP security, system vendors and NID to ensure system configuration of hardware/software is performed, capacity managed efficiently and system available.
- Continuously seek self-professional development to update skills and capabilities and widen understanding of the digital ecosystem.
- Foster active collaboration and relationships with employees across all levels and divisions
- Display character that reflects all the upheld MTN values.
Job Condition
- Normal MTNN working conditions
- May be required to work extended hours
Experience & Training
Education:
- First degree in Electrical & Electronics, or related fields.
Experience:
- 3 – 7 years of experience in telecommunication environment
- Experience in system administration and Windows and UNIX operating systems
- Experience in Oracle and Sybase database
- Good understanding of SQL and scripting
- Good knowledge of network technologies across verticals.
- Capable of leading process analysis and providing objective feedback on areas of improvement
Training:
- 10G Oracle database training
- Node manager training e.g OSS, INM, u2000 administration
- RAN, Core CS &PS domain
- Power BI and data analysis
Minimum Qualification
- BEng, BSc, BTech, HND or BA.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Officer Sales Support – Ordering (Supervisory)
Location: Lagos
Job Description
- To provide sales support services in terms of timely processing of orders as well as the management of accounts of all Trade Partners, Corporate Partners and Connect Stores
- Ensure correctness of order details before approving on the Oracle based application.
- Reconcile Trade Partners’ account monthly to validate account balances and dispatch Statement of Account monthly.
- Reconcile and Process Final balance due to terminated Partners and exited Partners.
- Regular Communication through SMS blast to sensitize Trade Partners and the Trade on Sales matters.
- Confirmation of Product pricing as well as price changes before Partners starts ordering.
- Process blacklisting request from MTN partners as well as the applicable compensations due in line with MTN Policies.
- Update of change of Trade Partners’ details on the Oracle Based application.
- Receive orders from MTN Partners ( Trade Partners, Connect Partners, Data Partners, Sim registration Agencies , Internal Customer (promptly and courteously via web based application and approved means
- Process all order type requests on IFS in accordance with stock availability and PPPs.
- Administer product allocation/products mix/ departmental and regional business plan.
- Monitor all MTN Trade Partners /Connect Store and Data Partners’ physical, logical and virtual orders and special projects.
- Report and reconcile all transactions passing through the planning system.
- Reconciliation of monthly Account balances of all Partners to confirm accuracy and correctness before dispatch of Monthly communication.
- Prepare Periodic sales update report as maybe required by the S&D Management
- Provide solution to all Trade Partners issues via e mail and telephone to enhance customer support /performance.
- Maintain all Trade Partners account and ensure they reflect the true position of their relationship with the organization.
- Coordinate and advice Regional and Central Warehouse Inventory as it affects order processing for trade partners.
- Process replacement orders for returned products as well as Ensuring timely resolution of Adjustment entries for Month end reporting purposes.
- Process Change of Partner number request for new and old products for the various B2B locations.
- Liaise with Credit team on utilization of account balance available to credit Trade Partners
- Receive and resolve enquiries from trade partners /connect store and data partners promptly and escalate where necessary.
- Liaise with various Departments such as IS, Inventory, Consumer Sales, Customer Relations, Enterprise Solutions, Marketing to promote and resolve ordering issues for trade partners /connect store and data partners and special projects.
- Provide back office support for Regional and Consumer sales in trade partner account management.
- Provide solution to enquiries referred from trade partners /connect store and data partners through Regional Sales managers/DAEs and Customer relations.
- Resolution of account block and password reset issues on the web based application.
- Support and operationalize strategy adopted for achieving departmental targets
- Establish and maintain Cordial Business relationship with trade partners /connect store and data partners and special projects to achieve departmental targets.
- Generate reports to the business in the area of operations to enable quick decision making.
- Liaise with Trade Partners Account Managers on processes required in setting up a Partners with MTN.
- Communicate accurate periodic sales performance e updates of MTN Partners and Connect Partners to the Sales team and Customer Service Davison respectively
- Communicate Daily the Partially Delivered orders Reports to alert Inventory locations of pending orders.
- Continuously 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.
Job Condition:
- Normal MTNN working conditions
- May be required to work extended hours
- Open plan office
Experience & Training
Education:
- First degree or equivalent in a business related discipline
- Relationship Management Experience with strong numerical and analytical skills.
- Problem solving skills.
Experience:
- Minimum of 3 years’ experience in an area of specialisation; with experience working with others
- Experience working in a medium organization.
Training:
- Basic GSM
- IFS fundamentals
- Key Account Management
- Time Management
- Relationship Management and Customer Service
- Advanced Excel Training & report Writing
Minimum Qualification
- BA, BEd, BSc or HND
How to Apply
Interested and qualified candidates should:
Click here to apply online
Deadline: 6th March, 2019.
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