About the Role
MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company, dedicated to connecting millions of people across the country with innovative digital and mobile solutions. We are currently looking for a dynamic and customer-focused Officer - Customer Operations to join our Customer Relations and Experience division based in Port Harcourt. In this role, you will play a vital part in sustaining the MTN brand by delivering high-quality, professional customer care and ensuring seamless service delivery across our designated touchpoints.
Key Responsibilities- Market and promote MTN products and services to current and potential customers visiting the walk-in center.
- Perform necessary system transactions accurately in response to various customer requests and inquiries.
- Use organization and time management tools to track cases, meeting strict turnaround times and performance metrics.
- Maintain absolute integrity and confidentiality in managing subscriber data and sensitive information.
- Identify and report on customer-impacting trends to help improve overall service delivery.
- Educate and enlighten customers regarding new products, tariffs, and digital initiatives within MTN.
- Escalate and route complex customer issues to the relevant process operators in compliance with company policies.
- Verify correct cash payments, handle software installation requests, and manage device warranty repairs.
- First Degree in any related discipline from a recognized institution.
- Fluency in English with exceptional verbal and written communication skills.
- 3 to 7 years of relevant professional experience, ideally within a medium-sized organization.
- Demonstrated experience working in a customer-facing or call-center environment, specifically within prepaid or postpaid operations.
- Strong interpersonal skills with a proven ability to collaborate effectively with team members.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Continuous professional development and career growth opportunities within a multinational telecom leader.
- Dynamic, collaborative, and inclusive work environment.