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 dedicated to providing world-class telecommunications services across Nigeria, empowering millions of individuals and businesses through our innovative products and expansive network. At MTN, we believe in a diverse and inclusive workforce and offer a dynamic environment where employees can grow, develop, and make a significant impact. Join a company that is committed to driving digital transformation and enriching lives.
Job Description
Are you a natural communicator with a passion for helping people, seeking a dynamic role that offers the flexibility of remote work? MTN Nigeria, a leader in the telecommunications industry and a company committed to connecting millions, is excited to announce an opportunity for a dedicated Customer Advisor – Online Chat to join our vibrant remote support team. In this pivotal role, you will be the digital face of MTN, engaging directly with our valued customers through various online chat platforms, including our website chat, social media messaging, and dedicated app support channels. Your mission will be to provide exceptional service, resolve inquiries swiftly and accurately, and offer solutions that genuinely enhance their experience with our cutting-edge products and services.
This isn’t just a job; it’s a chance to build meaningful connections, troubleshoot complex issues ranging from network connectivity to service activation, and contribute significantly to the satisfaction of millions of subscribers, all from the comfort and convenience of your home. We are looking for individuals who possess a strong command of written English, demonstrating clarity and conciseness in every interaction. Excellent problem-solving abilities are crucial, coupled with a high degree of empathy to understand and address diverse customer needs effectively. You will be instrumental in ensuring a seamless customer journey, assisting with a broad spectrum of inquiries including account management, technical support for mobile and internet services, billing inquiries, product information, and service upgrades, always striving for first-contact resolution.
As a remote team member, you will be empowered with the latest communication tools, a comprehensive knowledge base, and continuous training necessary to excel. We foster a supportive and collaborative environment, even across virtual distances, ensuring you feel connected, valued, and part of the MTN family. Our team regularly participates in virtual team meetings, training sessions, and collaborative problem-solving forums. MTN is committed to continuous improvement and innovation, and your insights and feedback gleaned from direct customer interactions will play a crucial role in shaping our services and refining our customer experience strategies. We provide a structured onboarding process to ensure your success, equipping you with everything you need to deliver world-class service. If you thrive in a fast-paced environment, are adept at multitasking, can manage multiple chat conversations simultaneously while maintaining accuracy and professionalism, and are deeply committed to delivering outstanding customer service without physical proximity, then this role is tailor-made for you. Join us in setting the standard for digital customer engagement in Nigeria’s dynamic telecommunications sector and help us keep Nigeria connected.
Key Responsibilities
- Engage with customers via online chat platforms to provide information, resolve issues, and offer support.
- Handle a high volume of concurrent chat conversations efficiently while maintaining quality and accuracy.
- Diagnose and troubleshoot technical issues related to mobile and internet services, guiding customers through solutions.
- Assist with account management, billing inquiries, service activations, upgrades, and product information.
- Document customer interactions and resolutions accurately in the CRM system.
- Identify opportunities to upsell or cross-sell relevant MTN products and services.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development programs to stay updated on product and service knowledge.
Required Skills
- Exceptional written communication skills in English, with strong grammar and spelling.
- Proven ability to type quickly and accurately (minimum 40 WPM).
- Strong problem-solving and critical-thinking abilities.
- High level of empathy and patience when dealing with diverse customer queries.
- Proficiency in using CRM software and multiple online communication tools.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Reliable internet connection and a conducive home working environment.
- Tech-savviness and ability to quickly learn new software and systems.
Preferred Qualifications
- Previous experience in a remote customer service or online chat support role.
- Familiarity with telecommunications products and services.
- A diploma or degree in a relevant field (e.g., Mass Communication, Business Administration, IT).
- Experience using specific CRM platforms like Salesforce, Zendesk, or similar.
- Ability to work flexible shifts, including evenings and weekends, as needed.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance for you and your family.
- Paid time off and holiday benefits.
- Opportunities for professional development and career advancement within MTN.
- Remote work setup allowance and support.
- Access to a wide range of employee welfare programs.
- A vibrant and supportive virtual team environment.
- Contribution to one of Africa's leading telecommunication companies.
How to Apply
Interested candidates are encouraged to click the application link below to submit their comprehensive resume and a cover letter detailing their relevant experience and why they are a great fit for MTN Nigeria’s remote customer support team.