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MTN Nigeria Graduate Recruitment 2017 │ Guide and Requirements 2017

MTN Nigeria Graduate Recruitment 2017 | Application Guide and Requirements.

MTN Nigeria Graduate Recruitment, 2017
MTN Nigeria graduate recruitment is ongoing to fill for the following positions:

Job Title:  Officer, Customer Support
Core purpose of MTN Nigeria graduate recruitment spree:

  • Ensure top quality customer support in all areas of key account management.

Education

  • First Degree or equivalent in Social or Management Science Course
  • Membership of Professional Customer Service/Relations associations will be an added advantage

Experience

  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Account Management
  • Customer Service/Relationship
  • Experience in a customer service environment in the telecommunications industry.
  • Reporting and advanced proficiency in the use of Microosft Excel spreadsheets and MS Word
  • Debt Management and Revenue Collection experience
  • Fault resolution and issue escalation

Job Summary

  • Ensure minimal customer churn on managed accounts
  • Constant analysis of Managed customer database for Revenue and Debt management
  • Ensure maximum collection of ALL invoices as at when due
  • Work with product, UAT and support teams to validate new products, new systems and upgrades
  • Generate relevant reports as required by the business
  • Ensure Quality Assurance and prompt invoice delivery
  • Analysis of customer requests for prompt resolution
  • Ensure end-to-end account management for Enterprise customers
  • Liaise with support teams (within and outside the unit) in order to resolve any customer identified issue
  • Perform Service fulfilments for Enterprise customers
  • 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 Title: Customer Relationship Officer (TQM)
Core purpose of the MTN Nigeria graduate recruitment spree

  • 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

Education

  • First degree (BSc or HND) in any relevant discipline

Experience

  • Minimum of 3 years’ post degree experience
  • Customer Service experience
  • Experience in the Telecoms/Service industry
  • Microsoft Office suite
  • Research/Insights skill
  • Experience in a call center environment
  • Forensic Auditing skills
  • Effective communication skills

Job Summary

  • Facilitate the development of team and individual quality and performance standards.
  • Assist in monitoring and benchmarking performance across and within teams.
  • Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
  • Calibrate calls within the Online Assistance Centre to ensure compliance to quality management metrics.
  • Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards.
  • Conduct quality gap analysis.
  • Conduct mystery shopping for the customer touch points.
  • Deliver quality assurance (QCG) training for customer care representatives.
  • Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
  • Analyse customers’ information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
  • Collaborate with business users to define processes that meet business needs
  • Work with business unit and IS team to define and design user systems architecture.
  • Ensure the availability of all required systems
  • Develop and define IT requirements to support process and system changes
  • Plan and manage the development and maintenance of required user systems
  • Prepare and execute testing plans to ensure high quality results.
  • Create detailed functional design documents for conversions, interfaces, and reports
  • Work with user departments to define roles and access rights to be created for all users in line with business requirements
  • Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
  • Engage with vendor service support groups to bring resolution to system performance or other processing issues
  • Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution

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MTN Nigeria Graduate Recruitment

Interested candidates should click here to apply

 

About the author

Ifeanyi David Agbojiwe

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