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.
Requirements
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.