Reports To: Manager - Customer Operations Walk In Port Harcourt
Division: Customer Relations and Experience
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.
Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
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.
Requirements
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-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).