MTN Nigeria Communications Plc (MTNN), a leading telecommunications provider, is currently recruiting for the position of Customer Support Analyst. This role, located in Victoria Island, Lagos, within the South West Region, is essential for ensuring exceptional customer service and client satisfaction. Here’s an in-depth look at the responsibilities and requirements for this position, along with insights into MTN Nigeria’s workplace culture and values.
Job Description
Key Responsibilities
The Customer Support Analyst will report to the Manager – Customer Support within the MoMo Payment Service Bank (MoMo PSB) division. The primary mission of this role is to provide top-notch customer service, resolve issues efficiently, and maintain overall client satisfaction. Here are the main duties:
- Client Interaction: Respond promptly and professionally to client inquiries via phone, email, and other communication channels.
- Information Provision: Provide accurate information about MoMo PSB products, services, policies, and procedures.
- Issue Resolution: Resolve customer escalations and ensure timely solutions that optimize productivity and resource use.
- Relationship Management: Build and maintain positive relationships with clients, understanding and anticipating their needs and concerns.
- Risk Documentation: Document key risks, issues, and dependencies, setting mitigation actions with guidance from the customer support manager.
- Service Standards Compliance: Adhere to established service standards, compliance guidelines, and company policies.
- Quality Assessments: Conduct periodic quality assessments of customer interactions and identify areas for improvement.
Educational and Professional Requirements
Candidates should have a bachelor’s degree in a relevant field (e.g., business, finance, or customer service) or equivalent work experience. Postgraduate education is an advantage. The professional requirements include:
- Experience: 3-7 years of experience in customer support within a financial role is necessary. Proven experience in customer service, preferably in the financial industry, is crucial.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Problem-Solving Skills: Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
- Organizational Skills: Detail-oriented and highly organized, capable of handling multiple tasks and prioritizing effectively.
- Technical Proficiency: Proficiency in using CRM systems and other relevant software applications. Knowledge of financial products, services, and regulations is highly desirable.
- Professionalism: Ability to maintain professionalism and composure in high-pressure situations, demonstrating a commitment to delivering exceptional customer experiences.
Application Process
To apply for the Customer Support Analyst position, visit the MTN Nigeria Careers page. Complete the job application privacy notice and submit your application before the deadline on July 30, 2024, at 03:29 AM.
MTN Nigeria maintains a strict policy against fraudulent recruitment activities. Applicants are advised not to make any payments during the application process. For any fraudulent recruitment activities, contact MTNN.ForensicServices@mtn.com.
About MTN Nigeria
MTN Nigeria is a purpose-driven organization committed to understanding and meeting the needs and aspirations of its employees. Here’s what makes MTN Nigeria a great place to work:
- People-Centric Culture: MTN values its employees as its most critical competitive asset. The company fosters an environment where employees can thrive, be creative, and drive meaningful results.
- Commitment to Development: MTN is dedicated to helping employees connect, develop, and grow with purpose, offering opportunities for continuous learning and professional growth.
- Inclusive Environment: MTN encourages applications from eligible females and people with disabilities, promoting diversity and inclusion within the workplace.
MTN Nigeria’s mission goes beyond organizational promises; it is ingrained in its leadership and managerial ethos. By joining MTN Nigeria, employees become part of a mission to deliver a bold new digital world to Nigeria and its citizens.
The Customer Support Analyst role at MTN Nigeria is an exciting opportunity to contribute to the company’s mission of delivering exceptional customer service.
With a focus on client satisfaction, risk management, and compliance, this position is integral to MTN Nigeria’s commitment to excellence.
If you are passionate about customer service and looking to work with a company that values its employees and fosters growth, apply now and become part of the Y’ello family at MTN Nigeria.
Take that bold step and apply today!