About Company
MTN Nigeria is part of the MTN Group, a leading emerging market mobile operator. In Nigeria, we are the largest telecommunications provider, connecting millions of Nigerians to friends, family, and opportunities. Our mission is to lead the delivery of a bold new digital world to our customers, empowering them through innovative products and services. We are committed to fostering a culture of excellence, learning, and growth, ensuring our employees have the resources and support to thrive. Join a company that is not just a telecommunications giant, but a significant contributor to Nigeria’s digital transformation and socio-economic development. We believe in harnessing local talent and providing world-class training to build a robust future-ready workforce.
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service and remote support? MTN Nigeria is thrilled to announce an exciting opportunity for aspiring professionals to join our team as a Junior Call Operator in a dedicated training role. This is a unique chance to embark on a fulfilling career path with one of Africa’s largest telecommunications companies, all from the comfort of your home.
This fully remote position is designed for individuals with little to no prior experience in call centre operations but possess a strong desire to learn, grow, and deliver exceptional customer experiences. We are not just hiring; we are investing in your future. You will undergo comprehensive, paid training that covers everything from our cutting-edge telecommunications products and services to advanced customer interaction techniques, problem-solving methodologies, and our proprietary CRM systems. Our goal is to equip you with all the necessary tools and knowledge to confidently assist our valued customers, resolve their queries efficiently, and ensure their satisfaction with every interaction.
As a Junior Call Operator, you will be the first point of contact for our customers, providing essential remote support. You’ll handle incoming calls, address customer concerns, provide information about our services, troubleshoot basic technical issues, and escalate complex problems to senior support staff. This role emphasizes empathy, clear communication, and a proactive approach to customer care. While this is a training role, your contributions will be vital to maintaining our reputation for excellent service. We foster a supportive and collaborative remote work environment, ensuring you always have a team to lean on. If you’re ready to learn, committed to making a difference, and excited about a career in the dynamic telecommunications industry, we encourage you to apply. This is more than a job; it’s a stepping stone to a rewarding career.
Key Responsibilities
- Participate actively in all aspects of the comprehensive paid training program, demonstrating a commitment to learning.
- Handle incoming customer calls professionally and efficiently, providing accurate information and support.
- Resolve basic customer inquiries and issues related to MTN products and services, including billing, data plans, and network coverage.
- Guide customers through troubleshooting steps for common technical problems, following established protocols.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex or unresolved issues to the appropriate internal teams for further assistance.
- Maintain a high level of product and service knowledge to ensure effective customer support.
- Adhere strictly to company policies, procedures, and quality standards for customer service.
- Uphold a positive, empathetic, and professional attitude toward customers at all times.
- Collaborate effectively with team members and supervisors in a remote work setting.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong listening and comprehension abilities.
- Demonstrated empathy and a customer-centric mindset.
- Basic computer literacy and ability to navigate multiple software applications.
- Reliable internet connection and a conducive home workspace.
- Ability to learn quickly and adapt to new information and technologies.
- Problem-solving aptitude and critical thinking skills.
- Resilience and a positive attitude under pressure.
- High school diploma or equivalent.
Preferred Qualifications
- Prior experience in any customer service role (retail, hospitality, etc.) is a plus but not required.
- Familiarity with telecommunications services or products.
- Proficiency in one or more additional Nigerian languages.
- OND/HND/B.Sc. in any discipline is an advantage.
Perks & Benefits
- Comprehensive paid training program.
- Competitive entry-level salary.
- Opportunity for career advancement within a leading telecommunications company.
- Robust health and wellness benefits.
- Provision of essential remote work tools and setup support.
- Employee assistance program.
- Generous airtime and data allowances.
- Access to ongoing professional development and skill-building courses.
- Supportive and collaborative remote work culture.
How to Apply
Ready to build a rewarding career with MTN Nigeria? We encourage you to click on the application link below to submit your resume and cover letter. Tell us why you are interested in this training role and what makes you a great fit for our team. We look forward to reviewing your application!