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Customer Relationship Officer (TQM) at MTN Nigeria

Core purpose of the Job

  • 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

Education

  • First degree (BSc or HND) in any relevant discipline 

Experience

  • Minimum of 3 years’ post degree experience 
  • Customer Service experience 
  • Experience in the Telecoms/Service industry 
  • Microsoft Office suite 
  • Research/Insights skill 
  • Experience in a call center environment 
  • Forensic Auditing skills 
  • Effective communication skills 

Job Summary

  • Facilitate the development of team and individual quality and performance standards. 
  • Assist in monitoring and benchmarking performance across and within teams. 
  • Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey. 
  • Calibrate calls within the Online Assistance Centre to ensure compliance to quality management metrics. 
  • Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards. 
  • Conduct quality gap analysis. 
  • Conduct mystery shopping for the customer touch points. 
  • Deliver quality assurance (QCG) training for customer care representatives. 
  • Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented. 
  • Analyse customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions. 
  • Collaborate with business users to define processes that meet business needs 
  • Work with business unit and IS team to define and design user systems architecture. 
  • Ensure the availability of all required systems 
  • Develop and define IT requirements to support process and system changes 
  • Plan and manage the development and maintenance of required user systems 
  • Prepare and execute testing plans to ensure high quality results. 
  • Create detailed functional design documents for conversions, interfaces, and reports 
  • Work with user departments to define roles and access rights to be created for all users in line with business requirements 
  • Ensure proper documentation of all user systems and provide user guides for new and/or modified systems 
  • Engage with vendor service support groups to bring resolution to system performance or other processing issues 
  • Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution 

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