Coordinator - Service Fulfilment - Lagos at 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. 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.

Mission:

• Fulfill Fibrenet orders to customer satisfaction within Service Level Agreement (SLA) and acceptable service standards.
• Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.

Description:

• Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
• Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
• Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
• Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
• Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
• Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
• Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
• Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
• Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
• Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.

Education:

• First degree in Social Sciences, Engineering, or IT-related disciplines
• Fluent in English

Experience:

• 3–7 years’ experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
• Experience in customer service etiquette, sales/marketing, or a related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization.
• Understanding MTN fibre broadband products is an added advantage.
• Basic knowledge of FTTx technology and architecture is an added advantage.
• Excellent organizing, time management, and problem-solving skills.

Method of Application