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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

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

Interested candidate should:

Click here to apply online

Application Deadline Date
22nd October, 2014.