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 innovative telecommunications solutions, excellent network coverage, and exceptional customer service across Nigeria. As an organization, we champion diversity, foster inclusion, and are committed to empowering our employees with opportunities for professional growth and development within a dynamic and supportive work environment. Join a brand that connects millions and makes a tangible difference in everyday lives.
Job Description
Are you a highly motivated and customer-focused individual looking to kickstart your career in the vibrant telecommunications industry? MTN Nigeria is seeking enthusiastic Junior Call Centre Agents to join our remote team, based in Gbagada, Lagos. This is an exciting opportunity to become the first point of contact for our valued customers, providing essential support and representing one of Africa’s most reputable telecoms brands, all from the comfort and convenience of your home.
In this pivotal entry-level role, you will be instrumental in ensuring our customers receive prompt, professional, and effective assistance with their inquiries, service requests, and technical issues. We are looking for individuals who possess excellent communication skills, a proactive problem-solving mindset, and a genuine passion for helping people. While this is a remote position, we maintain a strong team culture through virtual collaboration tools and regular check-ins, ensuring you always feel connected and supported.
You will undergo comprehensive training to familiarize yourself with MTN’s diverse product offerings, services, and customer management systems. This role offers an incredible learning curve, exposing you to various aspects of telecommunications customer service and setting you on a path for future career advancement within our organization. If you are resilient, adaptable, thrive in a fast-paced environment, and are eager to learn and grow with an industry leader, we encourage you to apply. This position is ideal for those seeking to develop strong customer service competencies and contribute to a company that impacts millions daily.
Key Responsibilities
- Handle inbound customer calls efficiently and professionally, addressing inquiries and resolving issues related to MTN products and services.
- Provide accurate information regarding billing, data plans, subscriptions, and network services.
- Troubleshoot basic technical issues and guide customers through solutions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to the appropriate departments for further investigation and resolution.
- Maintain a high level of product and service knowledge to ensure first-call resolution.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development sessions to enhance skills and knowledge.
- Contribute to a positive team environment through effective virtual collaboration.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and comprehension abilities.
- Proficiency in basic computer usage and navigating multiple software applications.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric attitude with a strong desire to assist and satisfy customers.
- Problem-solving aptitude and the ability to think critically under pressure.
- High school diploma or equivalent.
Preferred Qualifications
- Prior experience in a customer service or call centre environment (even informal).
- Familiarity with telecommunications products and services.
- Experience using CRM software.
- A quiet, dedicated home workspace with reliable internet connection and power.
Perks & Benefits
- Competitive salary package.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth within MTN Nigeria.
- Full remote work flexibility, saving commute time and costs.
- Access to a supportive and collaborative virtual team environment.
- Training and development programs to enhance your skills.
- Employee discounts on MTN products and services.
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 skills and experience. Only shortlisted candidates will be contacted for further assessment.