MTN Nigeria is 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.
MTN Nigeria is recruiting to fill the position of:
Job Title: Customer Relationship Officer (TQM)
Slot: 2
Job Location: Golden Plaza – Ikoyi, Lagos
Job Description
Educate customers on MTN products and services, functionalities, features and competitive advantage.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.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.Assist line managers in the development of team and individual quality and performance standards.Facilitate target setting and performance contract development for all employees.Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and under performers.Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.Calibrate calls within the Online Assistance Centre to ensure compliance to CR quality management metrics.Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards.Conduct periodic audit for the division ensuring service standards are adhered to.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.Analyze customers’ information needs, business problems and business opportunities to determine efficient and effective systems/programming solutionsCollaborate with business users to define processes that meet business needsEnsure processes are scalable and flexible to meet future business needWork with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systemsDevelop and define IT requirements to support process and system changesPlan and manage the development and maintenance of required user systemsParticipate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results.Create detailed functional design documents for conversions, interfaces, and reportsWork with user departments to define roles and access rights to be created for all users in line with business requirementsEnsure proper documentation of all user systems and provide user guides for new and/or modified systemsServe as a resource to super-users for education on technical system functionality.Engage with vendor service support groups to bring resolution to system performance or other processing issuesProvide customer service in terms of problem tracking, troubleshooting and systems fault resolution.Job Condition
Normal MTNN working conditionsMay be required to work extended hoursExperience & Training
Experience:
Training:
Basic GSMMTN Products & ServicesRelationship ManagementRelevant systems trainingCCBSCall center policies, processes and proceduresCall Center applications, technology and systems trainingTelephone/ physical interaction etiquettesMinimum Qualification:
How To Apply
Interested and qualified candidates should click here to apply online
Deadline: 22nd October, 2014
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