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Customer Relationship Officer – Consumer Support (Supervisory) 286 views

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MTN Nigeria is looking to hire qualified candidates as Customer Relationship Officer in Lagos Nigeria.

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
  • 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 customised 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.
  • Ensure implementation of established legal collections policies and procedures
  • Identify problematic accounts working in conjunction with credit management team.
  • Co-ordinate the computation of cost-benefit analysis for accounts handed over for legal collections.
  • Identify and isolate accounts for legal actions and bad debt write-offs based on cost-benefit analysis
  • Collate reports for different sectors in the corporate portfolio.
  • Ensure proper reporting of recovered and un-recovered amounts
  • Perform software installation and configuration requests to customer satisfaction.
  • Perform incidence escalation process in compliance with laid down policies and procedures.

Job Condition

  • Normal mtnn working conditions
  • May be required to work extended hours

Requirements, Experience & Training 

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

Education:

  • First  degree in any relevant discipline
  • Fluent in english.

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.

 

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