About Company
MTN Nigeria is Africa’s largest telecommunications company and a proud member of the MTN Group, connecting millions of Nigerians to vital communication services. With a mission to lead the delivery of a bold new digital world, MTN Nigeria has consistently pioneered innovation in the telecom industry, offering a wide array of voice, data, digital, and financial technology services. We are committed to enriching lives through seamless connectivity and empowering communities across the nation. Our dedication to our customers is paramount, and we believe that every interaction is an opportunity to build lasting relationships. At MTN, we foster a culture of excellence, innovation, and integrity, providing our employees with a stimulating environment for professional growth and personal development. Join a team where your contributions are valued, and your career trajectory is limitless.
Job Description
Are you passionate about helping people and delivering exceptional service? Do you thrive in a dynamic, fast-paced environment where every call is an opportunity to make a difference? MTN Nigeria, a leader in telecommunications, is seeking dedicated and empathetic Call Agents to join our vibrant customer support team in Uyo. As a Call Agent, you will be the primary point of contact for our valued customers, providing crucial phone support and ensuring their queries and concerns are resolved efficiently and professionally. This role is at the heart of our commitment to customer satisfaction and plays a vital part in maintaining MTN’s reputation for excellence. You will be responsible for guiding customers through various service offerings, troubleshooting technical issues, resolving billing inquiries, and providing comprehensive information about our products and services. Utilizing our state-of-the-art CRM system, you will accurately document all customer interactions, ensuring a seamless and personalized experience. We are looking for individuals who possess excellent communication skills, a natural ability to empathize, and a strong problem-solving mindset. If you are eager to contribute to a team that values innovation, customer-centricity, and continuous improvement, and you are ready to embark on a rewarding career path with ample opportunities for growth and development, then we encourage you to apply. Join MTN Nigeria and help us connect millions of people to a brighter future.
Key Responsibilities
- Handle a high volume of inbound and outbound customer calls in a timely and professional manner.
- Identify customer needs, clarify information, research every issue, and provide solutions or alternatives.
- Utilize CRM systems to accurately record customer interactions, update customer information, and track issues.
- Provide comprehensive information regarding MTN products, services, promotions, and tariffs.
- Troubleshoot technical issues related to network connectivity, data services, and mobile devices.
- Resolve customer complaints and escalate unresolved issues to the appropriate internal departments when necessary.
- Maintain a high level of customer satisfaction by ensuring a positive, polite, and helpful attitude.
- Meet personal/team qualitative and quantitative targets.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and other call center technologies.
- Customer-focused mindset with a genuine desire to help others.
- Ability to multi-task, set priorities, and manage time effectively.
- Basic computer literacy and typing skills.
- Patience, empathy, and resilience when dealing with challenging customers.
Preferred Qualifications
- A National Diploma (OND), Higher National Diploma (HND), or Bachelor's Degree in any discipline.
- Previous experience (at least 1 year) in a call center, customer service, or client-facing role.
- Familiarity with the telecommunications industry and MTN products/services.
- Fluency in one or more local Nigerian languages (e.g., Ibibio, Efik, Ibo, Yoruba, Hausa).
Perks & Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health insurance package.
- Extensive training and professional development programs.
- Opportunities for career advancement within a leading telecommunications company.
- A vibrant and supportive work environment.
- Employee discounts on MTN products and services.
- Pension scheme contribution.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and relevant skills.