Customer Relationship Officer (Product & Testing)
Job Type Full Time
Job Field Sales / Marketing
Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
To drive productivity,professionalism and operational efficiency in the attainment of excellent service delivery
Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative.
Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
Maintain leadership in the ICT/Digital industry by partnering with MTNN’s Partners to improve their processes which in turn will improve the efficiency of MTNN’s operations.
Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, participating in think-tank activities etc.
Sustain the right organisational culture and behaviors by demonstrating the vital behaviours every time.
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.
Normal MTNN working conditions
May be required to work extended hours
Open plan office
Experience & Training
First degree in any relevant discipline
Fluent in English
Minimum of 3 years’ experience in an area of specialisation; with experience working with others
Experience working in a medium organization
Experience in the service industry
Experience in a call center (Prepaid/Postpaid) environment
Experience in a digital media related experience
Experience in a Customer Service related role
Experience in Data mining and interpretation
Experience in the use of Structural Query Language (SQL)
Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash, after effect, in-design, audition,
illustrator, Adobe Captivate, Premier Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical
Experience in the use of visio for process mapping & documentation
Experience in Content development
MTN Products & Services
Relevant systems training
Call center policies, processes and procedures
Call Center applications, technology and systems training
Telephone/ physical interaction etiquettes
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