About the Role
MTN Nigeria, Africa's leading cellular telecommunications company, is looking for a dynamic and results-driven professional to join our Customer Relations and Experience division as the Officer - Regional Technical NC. In this role, you will be instrumental in sustaining and growing the MTN brand by delivering exceptional technical support and timely resolution to all device and network-related queries within the North Central region.
Key Responsibilities- Handle requests for software installation, configuration, and device troubleshooting.
- Execute the incident escalation process in accordance with established company policies and procedures.
- Gather and schedule customer phones and devices for efficient warranty repairs, ensuring Return Materials Authorization (RMA) compliance.
- Investigate and resolve technical complaints regarding network coverage, billing, data, devices, and value-added services.
- Improve customer satisfaction through rapid response, consistent communication, and effective cross-functional escalation.
- Support FlyX, FibreX, and Broadband customer journeys while proactively identifying problematic invoices for the billing division.
- Train, coach, and guide stakeholders on new products, processes, and device features while managing cash transactions accurately.
- First degree in any relevant discipline from a recognized institution.
- 3 to 7 years of relevant experience, including working in a medium-sized organization or customer care environment.
- Demonstrated expertise in resolving common technical issues for smartphones, tablets, modems, and routers.
- Strong interpersonal skills with proven experience collaborating effectively within teams.
- Exceptional problem-solving abilities and fluency in English.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Opportunities for professional training, career growth, and leadership development.
- Dynamic, innovative, and inclusive work environment with a leading global brand.