MTN Nigeria, one of the leading telecommunication company in the country currently recruits for the position of :
Job Title Customer Relationship Officer X2 (Walk-In) 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.
• Ensure Delivery Of Excellent Customer Care And Service Delivery For A First Call Resolution.
• Ensure Sales/Service Of MTNN Products And Service Tailored To Customer Need
• Handle Cash And Routine Administrative Task For End Of Day Reporting
• Provide Hands-On Device Repairs And Query Resolution
• Follow Through On Customer Queries Ensuring Prompt Resolution And Feedback
Job Condition • Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
Experience & Training
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 BSc, BA, BEd, BEng, BTech Or HND
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