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.
Reports To: Manager - Knowledge Delivery
Division: Customer Relations and Experience
Mission:
- Analyze customer feedback and NPS data to inform improvements in customer care and business processes.
- Collaborate with stakeholders to deploy tools and processes that bridge customer experience gaps.
- Contribute to implementing key priorities for long-term success in customer relations and experience, driving continuous improvement and optimization.
Description:
- Assist in creating content, articles, FAQs and communication to support frontline service delivery
- Assist in translating CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs)
- Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
- Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets
- Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
- Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis
- Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability, and governance Maintain and continuously improve internal and external knowledge bases for better usability and accessibility for employees and customers
- Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis
- Maintain and continuously improve internal and external knowledge bases to align to current business reality
- Assist with measuring and evaluating the effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience working in a medium organization
- Experience in the service industry
- Experience in a Customer Service-related role
- Knowledge Delivery
- Experience in content development using Adobe creative cloud
- Experience in the use of Visio for process mapping & documentation
Method of Application
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