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Customer Relationship Officer (Product & Testing) MTN

November 16, 2016

Customer Relationship Officer (Product & Testing)

Job Type Full Time

Qualification BA/BSc/HND

Experience3 years

Location Lagos

Job Field Sales / Marketing

Job description

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.

Job condition

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

Basic GSM

MTN Products & Services

Relationship Management

Relevant systems training


Call center policies, processes and procedures

Call Center applications, technology and systems training

Telephone/ physical interaction etiquettes