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
Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative. Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation etc.
Maintain leadership in the ICT/Digital industry by keeping abreast of relevant industry news and notifying the team as appropriate.
Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions etc.
Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
Complaint, query or request and record details of contact.
Develop implementation and project plans.
Estimate resource requirement and determine IT impacted groups
Monitor and drive resolution of issues
Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
Serve as a resource to super-users for education on technical system functionality.
Develop and define IT requirements to support process and system changes
Plan and manage the development and maintenance of required user systems
Participate 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 reports
Work with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systems
Job Condition:
Normal MTNN working conditions
May be required to work extended hours
Experience & Training
First degree in any relevant discipline
Fluent in English
Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
Experience working in a medium organization
Relevant work experience in the service industry
Experience in a call center (Prepaid/Postpaid) environment
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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