Officer - Customer Operations

Mission:

• Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.

Description:

• Market MTN products and services to current and potential customers.
• Perform the necessary system transactions related to customer requests. 
• Use organization and time management tools to track cases and meet turn-around times and other required metrics.
• Maintain integrity in managing subscriber data and information.
• Identify and report on customer-impacting trends. 
• Enlighten and educate customers on new products and initiatives within MTN. 
• Escalate and route customer issues to the relevant process operators.
• Verify the correct cash amounts are paid.
• Perform software installation and configuration requests.
• Perform the incidence escalation process in compliance with laid-down policies and procedures.
• Collect and book-in customer phones for warranty repairs.
• Communicate credit status to customers.
• Identify problematic invoices proactively and promptly notify the billing division.

Education:

• First Degree in any related field
• Fluent in English 

Experience:

3-7 years' experience, which includes

• Experience working with others.
• Experience working in a medium-organization
• Experience in a call-center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)