Manager - Digital Care Channels 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:

Responsible for providing the highest quality of customer-focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.

Description:

• Identify opportunities to leverage emerging technologies (e.g., AI, chatbots).
• Conduct market research to stay informed about industry trends and best practices.
• Develop and manage budgets for digital channel support initiatives.
• Ensure continuous monitoring of digital channels for technical issues, errors, and downtime.
• Troubleshoot and resolve technical issues where applicable, escalating complex problems to relevant support teams (IT, NWG, Marketing, and vendors
• Ensure digital channels comply with regulatory requirements, industry standards, and organizational policies.
• Ensure continuous process review and refine digital channel support processes.
• Participate in implementing effective, proactive, quality processes at the operating level to enhance customer satisfaction.
• Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to and customers are informed of status in the resolution process.
• Collect data and information on customer care needs and issues and manage the implementation of new systems, procedures, and work ethics to improve customer service efficiency.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends, and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer relationship management officers.
• Establish/maintain lasting relationships between customers and customer relationship management officers, as well as other key units (Channel Distribution, Service Centers, Call Center, Quality Assurance, Marketing) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Ensure multichannel support (email, chat, social media, messaging platforms) to customers, resolving inquiries and issues efficiently and professionally.
• Manage and respond to customer support tickets via digital channels (e.g., email, messaging platforms, social media).
• Ensure team members provide 2nd level support for queries from virtual channels by securing advanced access levels.
• Conduct stakeholder engagements through meetings, virtual and remote contacts, and physical deliberations where necessary for knowledge management and team cohesion.
• Collaborate with senior leadership to align digital channel support with organizational goals.

Education:

• First degree in Social Science or any related field
• An MBA is desirable
• Social media certification (Facebook Blueprint)

Experience:

6 - 13 years’ experience which includes:

• 3 years’ work experience in area of specialization with experience supervising others
• Experience with chatbots and automation tools
• Project Management
• Experience using social media analytics tools i.e. Google Analytics, Facebook Insights, Meltwater etc.
• Experience in monitoring brand mentions and sentiments analysis to address customer concerns/pain-points
• Social media platform knowledge (Facebook, Twitter, Instagram, Telegram, Linked- In, etc.)
• Experience in managing complex processes and procedures

Method of Application