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 fast-growing telecommunications company committed to providing world-class communication services across Nigeria. With millions of subscribers, MTN is at the forefront of innovation, connecting people and empowering businesses through cutting-edge technology and exceptional customer service. Our success is built on a foundation of diverse talent, dedication to excellence, and a passion for making a meaningful impact in the lives of Nigerians. Joining MTN means becoming part of a vibrant community where your growth is valued, and your contributions are instrumental in shaping the future of connectivity in Africa. We believe in fostering an inclusive environment where every employee can thrive and reach their full potential, contributing to our collective success and our mission to provide unparalleled service.
Job Description
Are you passionate about helping people and eager to kickstart your career in the dynamic telecommunications industry? MTN Nigeria is looking for enthusiastic and customer-focused individuals to join our exceptional team as Call Center Agents in Calabar. In this pivotal role, you will be the voice of MTN, providing first-class support and solutions to our valued customers. You will primarily handle inbound inquiries, resolve issues, and ensure every customer interaction is a positive and memorable one, embodying MTN’s commitment to excellent service. This is an incredible opportunity to develop your communication skills, gain in-depth knowledge of telecommunications products and services, and contribute significantly to MTN’s reputation for outstanding customer satisfaction. We are seeking individuals who thrive in a fast-paced environment, possess excellent problem-solving abilities, and are committed to delivering service with a smile, even under pressure. If you’re ready to make a significant impact, grow within a leading global brand, and contribute to connecting millions across Nigeria, we encourage you to apply and become a part of the MTN family where innovation meets opportunity, and your career can truly begin.
Key Responsibilities
- Respond to customer inquiries via phone, providing accurate information and solutions regarding MTN products and services.
- Resolve customer complaints and issues efficiently and courteously, escalating complex problems to relevant departments when necessary.
- Process customer requests, including activations, deactivations, tariff changes, and data bundle subscriptions, accurately and promptly.
- Maintain a high level of customer satisfaction by delivering professional, empathetic, and personalized service.
- Document all customer interactions, feedback, and resolutions accurately in the CRM system to ensure comprehensive record-keeping.
- Stay continuously updated on MTN's latest products, services, promotions, and policy changes to provide current information.
- Identify opportunities for upselling or cross-selling relevant MTN services based on customer needs and preferences.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs) to maintain service quality.
- Participate actively in ongoing training and development sessions to enhance skills, product knowledge, and career growth.
Required Skills
- Excellent verbal and written communication skills in English, with a clear and articulate phone voice.
- Strong listening and comprehension abilities to understand customer needs effectively.
- Demonstrable problem-solving and analytical skills to address customer issues proactively.
- Ability to work effectively and maintain composure in a fast-paced, target-driven environment.
- Proficiency in basic computer applications (e.g., MS Office Suite) and accurate data entry skills.
- Strong customer service orientation with a genuine desire to help and assist others.
- High level of empathy and patience when dealing with diverse customer queries and concerns.
- Ability to multitask, prioritize tasks, and manage time efficiently to meet call handling metrics.
Preferred Qualifications
- Minimum of an OND/HND/B.Sc. in any discipline from a recognized institution.
- Previous experience (6-12 months) in a call center or customer service role is a significant advantage.
- Familiarity with telecommunications products, services, and industry trends.
- Experience with customer relationship management (CRM) software and tools.
- Ability to speak local languages relevant to the Calabar region (e.g., Efik, Ibibio, Ejagham) is a plus.
Perks & Benefits
- Competitive salary package and performance-based incentives designed to reward your contributions.
- Comprehensive health insurance package, including medical and dental coverage.
- Generous paid time off, holiday benefits, and sick leave policy.
- Extensive opportunities for career advancement and continuous professional development.
- Access to a vast learning and development platform with courses and certifications.
- A vibrant, collaborative, and supportive work environment that fosters teamwork.
- Employee discounts on MTN products and services, including airtime and data.
- Robust pension scheme contributions to support your long-term financial security.
- Engagement in corporate social responsibility initiatives.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your CV is up-to-date, clearly highlights your customer service skills, relevant experience, and educational background. Only shortlisted candidates who meet the requirements will be contacted for an interview and assessment. We look forward to reviewing your application and potentially welcoming you to the MTN family.