About Company
MTN Nigeria is a leading telecommunications company in Nigeria, part of the MTN Group, a multinational mobile telecommunications company operating in many African and Asian countries. We are committed to connecting people, businesses, and communities, offering a wide range of services including voice, data, digital, and mobile money. With millions of subscribers, MTN Nigeria strives to provide innovative and reliable telecommunication solutions, fostering digital inclusion and economic growth. We are a dynamic and forward-thinking organization that values its employees and invests in their growth and development, aiming to create a vibrant work environment where talent can thrive and make a significant impact. Join us to be part of a company that is shaping the future of connectivity in Nigeria.
Job Description
Are you passionate about helping people and eager to kickstart your career in the dynamic telecommunications industry? MTN Nigeria is looking for enthusiastic and dedicated individuals to join our team as Junior Call Consultants in Ilasa, Mushin. This is an incredible opportunity for fresh graduates or individuals looking for their first professional role, as comprehensive training will be provided to equip you with all the necessary skills and knowledge. As a Junior Call Consultant, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our wide range of telecom services. You will play a crucial role in ensuring customer satisfaction, building strong relationships, and maintaining MTN’s reputation for excellent service. This role is perfect for someone who is a great listener, a clear communicator, and has a genuine desire to assist others. You’ll learn about our products, services, and the latest technologies, becoming an expert in solving customer challenges. We believe in nurturing talent, and this position offers a clear path for growth within our customer service department and beyond. If you’re ready to learn, grow, and contribute to a leading telecom brand, we encourage you to apply!
Key Responsibilities
- Handle inbound customer calls efficiently and professionally, addressing inquiries, resolving issues, and providing accurate information about MTN products and services.
- Listen actively to customer concerns, identify their needs, and offer appropriate solutions or escalate complex cases to senior consultants when necessary.
- Maintain a high level of product and service knowledge, staying updated on all new offerings, promotions, and technical changes within MTN.
- Accurately document all customer interactions, feedback, and resolutions in the customer relationship management (CRM) system.
- Educate customers on self-service options and digital channels to enhance their experience and promote digital literacy.
- Meet and exceed key performance indicators (KPIs) such as call resolution rates, customer satisfaction scores, and average handling time.
- Adhere strictly to company policies, procedures, and service level agreements.
- Collaborate with team members and other departments to ensure seamless customer service delivery.
- Participate actively in training sessions and continuous learning opportunities to enhance skills and knowledge.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a patient and empathetic approach.
- Basic computer literacy and ability to navigate multiple systems simultaneously.
- Problem-solving aptitude and the ability to think quickly under pressure.
- High school diploma or equivalent.
- Willingness to learn and adapt to new technologies and processes.
- Ability to work effectively in a fast-paced team environment.
Preferred Qualifications
- Prior experience in a customer service role (any industry) is a plus.
- Familiarity with local Nigerian languages (e.g., Yoruba) is an advantage.
- Proficiency in using CRM software or similar customer interaction tools.
- A post-secondary qualification (OND, HND, or B.Sc.) from a recognized institution.
Perks & Benefits
- Comprehensive paid training program to become a telecom service expert.
- Competitive monthly salary with performance-based bonuses.
- Health insurance and other welfare benefits.
- Opportunities for career advancement within MTN Nigeria.
- A vibrant and supportive work environment.
- Access to cutting-edge telecommunications technology.
- Employee discounts on MTN products and services.
How to Apply
Ready to connect with us? If you are enthusiastic, customer-focused, and eager to grow with a leading telecommunications company, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and potentially welcoming you to the MTN Nigeria team.