MTN Job Vacancies in Nigeria [2 new]

Title: Partner, Customer Service | Lagos | MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.

MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria.

MTN Nigeria Jobs in Nigeria

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Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever.

The company,s digital microwave transmission backbone, the 3,400 Kilometre Y¿elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y’elloBahn has significantly helped to enhance call quality on MTN network.

The company subsists on the core brand values of leadership, relationship, integrity, innovation and ‘can-do’. It prides itself on its ability to make the impossible possible, connecting people with friends, family and opportunities.

MTN Nigeria also recently expanded its network capacity to include a new numbering range with the prefix 0806, making MTN the first GSM network in Nigeria to have adopted an additional numbering system, having exhausted its initial subscriber numbering range – 0803

MTN Nigeria Jobs in Nigeria

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  • Ensure top quality customer support and follow through on all customers requests, faults/complaints across all product lines and segment to ensure end to end resolution.
  • Carry out frontline empowerment across all enterprise customer touchpoints.
  • Provide a 2nd level service request and faults management function for frontline EB and MTNN customer support or management teams
  • Provide centralized expertise in managing service faults/requests across EB regions, customer segments, products, services and solutions
  • Improve customer relationship management by taking the burden of service management from frontline customer support teams
  • Serve as a liaison with 3rd party and 3rd level service support teams within MTNN (NWG/IT) and outside MTNN (vendors & technical partners) with a view to resolving all service faults within agreed MTTRs and SLAs
  • Execute problem management responsibilities and identify general faults for global resolution
  • Provide general root cause analysis of technical faults and protect the integrity of MTNN and EBU customer management and service support operations
  • Assess and report the support provided by the different EB support groups
  • Empower customers and frontline support/relationship management team with a view to reducing service faults escalated to the center
  • Protect the integrity of MTNN/EB customer management systems by managing accesses and assessing systems performance on a regular basis
  • Implement banking and payment adoption processes with a view to ensuring uptime of services deployed to paying customers

Role condition: Normal MTN N working conditions.
Experience & Training

  • 3-7 years’ experience in an area of specialisation; with experience working with others
  • Experience working in a medium organization
  • Experience in the telecommunications industry in a similar role
  • Experience in a customer service environment in the telecommunications industry.
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.

Minimum qualificationBA, BEd, BSc or Other

Application Closing Date
Not Specified

Method of Application
Interested and qualified candidates should:
Click here to apply