[Vacancy]: Officer – Outbound and Support Desk Needed at MTN Nigeria
Job Description
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Experience: 3 – 7 years
- Location: Lagos
- City: Ikoyi
- Job Field: Administration / Secretarial
Mission
- 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.
Description
- Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
- Actively engage in cross-selling/up-selling to increase the net present value of the customer.
- Participate in and execute actions that affect the NPS of customers in the churn bucket.
- Resolve complex issues that have resulted in customer disconnection through negotiation while working within MTN policies and procedures.
- Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for Accurate Reporting in a timely manner using the enterprise PowerBI platform.
- Carry out data analytics, cost modeling, and predictive projections of related business records on eyeballing
- Build relationships with customers to overcome churn and increase retention.
- Identify process, procedure, and workflow improvements and assist in their implementation.
- Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement.
- Collect, organize, and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
- Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
- Convert at-risk customers to promoters and ensure good NPS.
- Ensure growth in the net value of assigned customers across multiple segments
- Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.
- Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities.
- Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy, and results to the executive leadership team on a regular basis.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
3 – 7 years experience including:
- Experience working in a medium-sized organization
- Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn)
