About Company
MTN Nigeria is the leading telecommunications provider in Nigeria, connecting millions of Nigerians to the world. We are committed to delivering exceptional value, innovative services, and a seamless network experience to our customers. As a people-focused organization, we believe in empowering our employees to thrive in a dynamic and inclusive work environment. We are at the forefront of digital innovation, constantly evolving to meet the growing demands of our diverse customer base across Nigeria. Join us to be part of a team that is shaping the future of connectivity.
Job Description
Are you passionate about helping people and eager to make a tangible impact? MTN Nigeria is seeking highly motivated and empathetic Customer Service Representatives to join our vibrant Support/Call Centre team in Mgbuoshimini, Port Harcourt. In this crucial role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our diverse range of products and services. You will engage with customers through various channels, including phone calls, ensuring every interaction is positive, professional, and efficient. This position requires a strong commitment to customer satisfaction, excellent problem-solving skills, and the ability to thrive in a fast-paced environment. We are looking for individuals who are not just call takers, but true brand ambassadors, dedicated to upholding MTN’s reputation for outstanding service. If you are a natural communicator, possess a calm demeanor under pressure, and are driven by a desire to assist others, then we encourage you to apply and contribute to our mission of connecting and empowering Nigerians.
Key Responsibilities
- Handle inbound and outbound customer calls in a professional and courteous manner.
- Respond to customer inquiries, provide information, and resolve issues efficiently and effectively.
- Accurately document all customer interactions and resolutions in the CRM system.
- Educate customers on MTN products, services, promotions, and self-service options.
- Escalate complex issues to appropriate departments for further investigation and resolution.
- Maintain a high level of product knowledge and stay updated on company policies and procedures.
- Meet and exceed individual and team performance targets, including quality scores and resolution times.
- Identify and explore opportunities to enhance customer satisfaction and loyalty.
- Collaborate with team members and supervisors to continuously improve service delivery.
Required Skills
- Exceptional verbal and written communication skills in English.
- Proven ability to actively listen and empathetically address customer concerns.
- Strong problem-solving and critical thinking abilities.
- Proficiency in basic computer applications and data entry.
- Ability to work effectively in a fast-paced, target-driven call centre environment.
- Excellent interpersonal skills with a patient and friendly demeanor.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a customer service, call centre, or client-facing role (preferably 1-2 years).
- Familiarity with telecommunications products and services.
- Proficiency in local languages common in Port Harcourt (e.g., Igbo, Ijaw, Kalabari).
- Bachelor's degree or HND in any discipline.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance package.
- Paid time off and holiday benefits.
- Performance-based incentives and bonuses.
- Extensive training and development programs.
- Opportunities for career growth and advancement within a leading organization.
- Conducive and supportive work environment.
- Employee wellness programs.
- Subsidized internet and communication services.
How to Apply
Ready to connect with us? If you possess the passion for customer service and the skills we’re looking for, we invite you to apply. Please click on the application link below to submit your application directly through our careers portal. Ensure your resume highlights your relevant experience and communication skills. We look forward to reviewing your application and potentially welcoming you to the MTN family!