In Lagos branch in Nigeria - Customer Relationship Officer Needed @ MTN Nigeria
Employer: MTN Nigeria
MTN Nigeria is recruiting to fill the position below:Customer Relationship Officer (TQM) at MTN Nigeria - 2 Positions
Job Title: Customer Relationship Officer (TQM) - 2 Positions
Location: Lagos
MTN Nigeria is recruiting to fill the position below:Customer Relationship Officer (TQM) at MTN Nigeria - 2 Positions
Job Title: Customer Relationship Officer (TQM) - 2 Positions
Location: 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 solutions
►Collaborate with business users to define processes that meet business needs
►Ensure processes are scalable and flexible to meet future business need
►Work with business unit and IS team to define and design user systems architecture. Ensure the availability of all required systems
►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 user departments to define roles and access rights to be created for all users in line with business requirements
►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.
►Engage with vendor service support groups to bring resolution to system performance or other processing issues
►Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution
Job Condition
►Normal MTNN working conditions
►May be required to work extended hours
Experience:
►4 years relevant work experience in the service industry
►1-2 years’ work experience in a call center (Prepaid/Postpaid) environment
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: BSc
How To Apply
How To Apply
Interested candidate should:
Application Deadline Date
22nd October, 2014.
