[Vacancy]: Officer – Outbound and Support Desk Needed at MTN Nigeria

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.


  • 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.


  • First degree in any relevant discipline
  • Fluent in English


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)

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