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 diverse company that connects over 70 million Nigerians to the world, offering innovative telecommunications solutions, digital services, and financial technology across the country. At MTN, we believe in connecting people, empowering communities, and fostering an environment where our employees can thrive, grow, and make a real impact. We are committed to providing exceptional customer experiences and constantly evolving to meet the needs of our diverse subscriber base. Join our vibrant team and be a part of a company that is shaping the future of connectivity in Nigeria.
Job Description
Are you passionate about helping people and eager to kickstart a rewarding career in the telecommunications industry? MTN is actively seeking enthusiastic and customer-focused individuals to join our team as Customer Service Representatives in Calabar. This is an exciting opportunity to be the face and voice of one of Nigeria’s leading telecom providers, directly impacting customer satisfaction and loyalty.
As an MTN Customer Service Representative, you will be at the forefront of our customer engagement efforts. Your primary responsibility will be to provide outstanding service by addressing customer inquiries, resolving issues, and offering comprehensive support regarding MTN products and services. You will engage with customers through various channels, including phone calls, live chat, and email, ensuring every interaction is professional, efficient, and satisfactory. We are looking for individuals who possess excellent communication skills, a strong ability to empathize, and a genuine desire to go above beyond to assist our valued customers. You will play a crucial role in maintaining our reputation for service excellence, helping customers navigate their accounts, troubleshoot technical issues, understand billing, and discover new services that enhance their digital experience. This role requires a keen eye for detail, the ability to work effectively under pressure, and a proactive approach to problem-solving. If you are a quick learner, tech-savvy, and dedicated to delivering a seamless customer journey, this position offers a fantastic platform for personal and professional growth within a globally recognized brand. Your contribution will directly influence our customer retention and acquisition, making this an impactful and vital role within our Calabar operations. We foster an inclusive environment where every team member is valued and provided with the tools and training necessary to succeed and advance their career.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries, ensuring prompt and courteous service.
- Provide accurate and comprehensive information regarding MTN products, services, promotions, and tariffs.
- Efficiently resolve customer complaints, concerns, and technical issues, escalating complex cases when necessary.
- Process service requests, activations, deactivations, and account updates in a timely manner.
- Maintain detailed and accurate records of all customer interactions and transactions.
- Educate customers on self-service options and digital channels to enhance their experience.
- Adhere strictly to MTN's customer service policies, procedures, and quality standards.
- Continuously update product knowledge to provide up-to-date information and solutions.
- Collaborate with internal teams to ensure seamless service delivery and problem resolution.
- Contribute to a positive team environment and uphold MTN's brand values.
Required Skills
- Exceptional verbal and written communication skills in English.
- Strong active listening and comprehension abilities.
- Proficiency in basic computer applications and ability to learn new software quickly (CRM systems).
- Excellent problem-solving and analytical skills.
- Ability to remain calm, patient, and professional under pressure.
- Demonstrated empathy and a strong customer-centric approach.
- Effective time management and organizational skills.
- High level of integrity and confidentiality.
Preferred Qualifications
- Bachelor's degree or Higher National Diploma (HND) in any discipline.
- Previous experience (1+ year) in a customer service role, preferably within the telecommunications industry.
- Fluency in additional local Nigerian languages (e.g., Efik, Ibibio, Igbo, Yoruba) relevant to the Calabar region.
- Familiarity with telecommunications products, services, and industry trends.
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive health and wellness benefits (medical, dental, vision).
- Extensive training and development programs for career advancement.
- Employee discounts on MTN products and services.
- Opportunities for professional growth within a leading global telecom company.
- A vibrant, inclusive, and supportive work environment.
- Pension scheme and other statutory benefits.
How to Apply
Ready to connect with us? Click on the application link below to visit the MTN Careers page. Please search for ‘Customer Service Representative’ in Calabar or relevant keywords and submit your application online. Ensure your resume highlights your customer service experience and commitment to excellence.