Officer - Customer support operations West I at MTN Nigeria in Ikoyi, Lagos

Purpose

Support to the sustenance of the MTN corporate identity by offering premium quality client care to all MTN’s clients through allocated media or within a appointed site.

Explanation

• Report to higher support tier and route client concerns to the applicable process operators.
• Execute necessary system financial record connected with client request.  
• Use company and schedule control resources to track cases and meet turn-around-times and other necessary indicators.
• Preserve Honesty and reliability of coordinating subscriber data/information.
• Ensure the collected client data is kept private and used particularly in order to its collection.
• Recognize and documentation on client affecting practices. 
• Inform and teach clients on new goods and programs within MTN.  
• Teach client on use of goods and solutions.
• Record actions taken to settle customer challenges.
• Confirm accurate cash amounts are paid
• Execute software installation and setup requests.
• Execute incidence escalation process in adherence with laid down rules and standardized processes
• Collect and schedule- in client phones for warranty repairs
• Convey credit status to clients
• Recognize troublesome bills proactively and promptly inform the invoicing division
• Help with Printing post-paid customer invoices
• Produce capital from sales and render after sales customer care 
• Manage cash and ensure accurate amounts are paid
• Collect client phones for warranty repairs

Teaching Certification

Applicants should have a First Academic qualification in any relevant field Fluent in English 

Expertise:

• 3-7 years of expertise, which comprises
• Expertise operating with others.
• Expertise operating in a medium-company
• Expertise in a call-centre (Prepaid/Postpaid) environment (Client Care Rep (Retention & Churn)