About Company
MTN Nigeria is a leading telecommunications company in Nigeria, part of the MTN Group, a multinational mobile telecommunications company operating in numerous African and Asian countries. Established in Nigeria in 2001, MTN Nigeria has grown to become the largest mobile network operator in the country, serving millions of subscribers with a wide range of voice, data, and digital services. The company is deeply committed to enriching lives through innovative digital solutions and exceptional customer service. MTN Nigeria continually invests in its network infrastructure, ensuring widespread coverage and reliable services across the nation. Beyond connectivity, MTN Nigeria is actively involved in corporate social responsibility initiatives, contributing to sustainable development across various sectors including education, health, and economic empowerment. Joining MTN means becoming part of a dynamic, forward-thinking team dedicated to pushing boundaries, fostering innovation, and connecting people to possibilities. We pride ourselves on a culture of excellence, continuous learning, and community engagement, offering our employees a platform to grow professionally and personally within a globally recognized brand.
Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a fast-paced, customer-centric environment where every interaction makes a significant difference? MTN Nigeria is seeking dedicated, empathetic, and vibrant Customer Care Representatives to join our dynamic call center team located near the Abak Road Flyover in Uyo. In this essential role, you will be the first point of contact for our valued subscribers, providing exceptional service and technical support for a wide range of MTN products and services. You will be instrumental in efficiently resolving customer inquiries, troubleshooting network issues, explaining billing details, assisting with service activation, and guiding users through various digital solutions and self-service options. Our call center is the heart of our customer engagement, where professional support meets genuine human connection, ensuring our subscribers feel valued and understood. This position offers a fantastic opportunity to develop and hone your communication, problem-solving, and conflict resolution skills within a leading telecommunications company, contributing directly to customer satisfaction and loyalty. You will undergo comprehensive training to equip you with the extensive knowledge and tools necessary to excel, ensuring you can confidently address diverse customer needs and contribute to a consistently positive brand experience. We are looking for individuals who are patient, resilient, eager to learn, possess strong active listening skills, and demonstrate an unwavering commitment to delivering service excellence. Join us and become a crucial link in MTN’s mission to connect people and improve lives across Nigeria, providing seamless support that keeps our customers connected.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about MTN products, services, promotions, and tariffs.
- Diagnose and troubleshoot technical issues related to network connectivity, data services, and mobile devices.
- Assist customers with account management, billing inquiries, and service activations/deactivations.
- Escalate complex issues to appropriate departments for resolution and follow up to ensure customer satisfaction.
- Maintain a high level of customer satisfaction by providing friendly, efficient, and empathetic service.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- Ability to work effectively in a fast-paced, target-driven environment.
- High level of empathy, patience, and customer-centric approach.
- Ability to maintain composure under pressure and handle difficult customer situations.
- Basic understanding of telecommunications products and services.
Preferred Qualifications
- A Bachelor's degree or HND in any discipline.
- Previous experience (1+ year) in a call center or customer service role, preferably in the telecom industry.
- Familiarity with CRM software and call center technologies.
- Ability to speak local languages (e.g., Ibibio, Efik) is an added advantage.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance coverage.
- Performance-based incentives and bonuses.
- Opportunities for professional growth and career advancement within MTN Nigeria.
- Access to continuous training and development programs.
- Supportive and inclusive work environment.
- Employee wellness programs.
- Subsidized data and call plans.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume is up-to-date and highlights your relevant experience and skills. We look forward to receiving your application!