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.