Officer - Regional Technical NC.Customer Relations and Experience

Reports To: Manager - Customer Operations Walk In North Central

Division: Customer Relations and Experience

Mission:

• Contribute to the MTN brand's sustenance and growth by providing technical support and providing excellent and timely resolution to all MTN device queries.

Description:

• Handle requests for software installation and configuration.
• Carry out the incident escalation process in accordance with established policies and procedures.
• Gather and schedule customer phones and devices for warranty repairs.
• Investigate and resolve all technical complaints about network coverage, billing, data, devices, and value-added services
• Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
• Effectively manage complaints within the region and reduce incidents of customers referring complaints to external bodies.
• Assist in the implementation of procedures with a focus on reducing the time it takes from initial customer contact to resolution of complaints.
• Ensure complete compliance to Return Materials Authorization (RMA) procedure.
• Support for FlyX, FibreX and Broadband journeys.
• Regular knowledge sharing and prompt resolution of all technical escalations.
• Manage all regional escalations by interacting effectively with all relevant support teams.
• Proactively identify problematic invoices and notify the billing division.
• Leverage customer interactions to identify opportunities and deliver tailored solutions that drive revenue growth while enhancing the overall customer experience.
• Provide customers and stakeholders with on-the-spot and after-sales support.
• Lead and manage special projects throughout the region.
• Train and coach on new products, processes, devices, etc.
• Manage cash transactions accurately, ensuring correct payment processing and adherence to company standards.

Education:

• First degree in any relevant discipline 
• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience working with others
• Experience working in a medium organization 
• Experience in a call center environment (Customer Care Rep (Retention& Churn)
• Experience resolving common issues for smartphones, tablets, modems, routers etc.