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 - Self Service and Digital Platform Support
Division: Customer Relations and Experience
Mission:
- To implement Customer service operational plans as it relates to digital services adoption and Self Service
- To lead and manage a team of Customer Relationship Partners to deliver excellent customer care and implement customer service operational plans.
Description:
- Participate in the implementation of the back office and complain about operational plans.
- Adhere to all defined operational guidelines.
- Participate in the implementation of frontline empowerment business initiatives.
- Participate in the research on MTN products and services in comparison to the competition.
- Participate in research on new and emerging technology within the digital space.
- Develop contents for frontline and customer empowerment.
- Review of the knowledge base in line with changing business needs
- Develop contents for training the MTN chatbot.
- Review customer feedback as the need arises and leverage insights for process improvement.
- Provide support for all ICT products and services.
- Ensure customization of contents aligned to all customer interactive channels.
- Participate in the development of contents for new products and services.
- Troubleshoot devices and ensure education on new devices and technology.
- Conduct root cause analysis on customer pain areas and translate to knowledge contents for frontline and customer empowerment.
- Participate in user acceptance testing for new features on digital platforms.
- Attend all relevant agile ceremonies as they apply to Scrum Project Management deployments.
- Act as a change agent in the implementation of new initiatives both within the business unit and company-wide.
- Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience in design thinking
- Experience in project management using agile methodology.
- Experience in content development using Adobe Creative Cloud (Photoshop, After Effects, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3DMax, Cinema 4D, Maya)
- Experience working in a medium organization.
- Experience in pre- and post-video production activities
- Experience in graphic and infographic design
- Experience in UI and UX design
Method of Application
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