Vacancies - Our MTN Nigeria is recruiting

Employer: MTN Nigeria

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.