Employer: MTN Nigeria
Vacancies - Customer Relationship Officer (TQM) at MTN Nigeria - 2 Positions
Vacancies - Customer Relationship Officer (TQM) at MTN Nigeria - 2 Positions
Our MTN Nigeria is recruiting to fill the position below:
Vacancies - 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: B.Sc
How To Apply
Interested candidate should:
Click HERE to apply online
Application Deadline Date
22nd October, 2014.
