About Company
MTN Nigeria is part of the MTN Group, a leading emerging market mobile operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are a dynamic and innovative telecommunications company dedicated to connecting people, empowering communities, and driving economic growth across Nigeria. With millions of subscribers, we are committed to providing world-class services and solutions that enrich lives and enhance businesses. Our success is built on a foundation of customer-centricity, technological innovation, and a vibrant workforce that is passionate about making a difference. At MTN, we believe in fostering a diverse and inclusive environment where every employee is valued and empowered to achieve their full potential. Join us and be part of a team that is shaping the future of communication in Nigeria.
Job Description
Are you passionate about helping people and eager to kickstart a rewarding career in customer service? MTN Nigeria is seeking enthusiastic and dedicated Customer Service Representatives to join our dynamic team in the bustling Trade Fair Complex, Amuwo Odofin. This role offers shift-based and flexible working hours to cater to our customers’ needs around the clock, ensuring you gain broad experience and can manage your work-life balance effectively. As a Customer Service Representative, you will be the first point of contact for our valued customers, providing exceptional support, resolving inquiries, and ensuring a positive brand experience. You will handle a variety of customer interactions, ranging from technical assistance and billing inquiries to product information and general support, primarily through in-person engagement at our service center. We are looking for individuals with excellent communication skills, a proactive attitude, and a genuine desire to deliver outstanding service. If you thrive in a fast-paced environment and are committed to customer satisfaction, this is an excellent opportunity to grow your career with Africa’s leading telecommunications company. We offer comprehensive training and development programs to ensure you have all the tools and knowledge needed to succeed.
Key Responsibilities
- Serve as the primary point of contact for MTN customers, providing prompt, courteous, and efficient service.
- Address customer inquiries, resolve complaints, and provide accurate information regarding MTN products, services, and promotions.
- Handle customer escalations with professionalism, ensuring satisfactory resolution and maintaining positive customer relations.
- Process customer requests, including service activations, deactivations, billing adjustments, and technical support requests.
- Maintain a high level of product knowledge and stay updated on all company policies, procedures, and service offerings.
- Document all customer interactions accurately and thoroughly in the customer relationship management (CRM) system.
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.
- Adhere to all company guidelines and service level agreements (SLAs) to meet performance targets.
- Work flexible shifts, including evenings, weekends, and public holidays, to ensure continuous customer support.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong interpersonal and active listening abilities.
- Proficiency in basic computer applications and navigating CRM systems.
- Demonstrated problem-solving and decision-making capabilities.
- Ability to work effectively in a fast-paced, target-driven environment.
- High level of empathy and a customer-centric approach.
- Adaptability to work flexible and shift-based hours, including weekends.
Preferred Qualifications
- A Bachelor's degree or Higher National Diploma (HND) in any discipline.
- Previous experience (1-2 years) in a customer service role, preferably within the telecommunications industry.
- Familiarity with MTN products, services, and network operations.
- Ability to speak multiple Nigerian languages (e.g., Yoruba, Igbo, Hausa).
- Strong organizational skills and attention to detail.
Perks & Benefits
- Competitive monthly salary with performance incentives.
- Comprehensive health and wellness benefits.
- Extensive training and professional development opportunities.
- Clear career progression paths within a leading global company.
- A dynamic, inclusive, and supportive work environment.
- Access to the latest telecommunications technology.
- Paid time off and holiday benefits.
How to Apply
To seize this exciting opportunity and become a part of the MTN Nigeria family, please click on the application link below. Ensure your resume highlights your customer service experience and your ability to work flexible shifts. We look forward to reviewing your application!