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 a dynamic and fast-growing telecommunications company committed to providing world-class communication services across Nigeria. With millions of subscribers, MTN Nigeria stands at the forefront of innovation, connecting people, enabling businesses, and enriching lives through our extensive network and diverse range of products and services. We pride ourselves on a culture of excellence, customer-centricity, and continuous improvement, offering a vibrant work environment where talent thrives and contributions are valued. Joining MTN means becoming part of a team dedicated to making a significant impact on the digital landscape of Nigeria.
Job Description
Are you passionate about helping people and eager to kickstart a rewarding career in the telecommunications industry? MTN Nigeria is seeking highly motivated and empathetic individuals to join our vibrant team as Customer Care Representatives in Sangotedo, Lekki. In this essential role, you will be the frontline voice of MTN, providing exceptional service and support to our valued subscribers. You will be responsible for addressing customer inquiries, resolving technical issues, explaining service features, and ensuring a consistently positive brand experience.
This position requires excellent communication skills, a problem-solving mindset, and a genuine desire to assist others. You will handle a diverse range of customer interactions, from simple account queries to complex technical troubleshooting, always striving to deliver solutions efficiently and professionally. We believe that every customer interaction is an opportunity to build loyalty and strengthen our relationship, and your role will be pivotal in achieving this. If you are a proactive individual who thrives in a fast-paced environment and is committed to delivering unparalleled customer satisfaction, we encourage you to apply. This is an incredible opportunity to grow your career within a leading global telecommunications company, contributing directly to our mission of connecting Nigeria.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, chat, and social media channels.
- Diagnose and resolve customer issues related to network services, data plans, billing, and product features.
- Provide clear, concise, and accurate information regarding MTN products, services, promotions, and policies.
- Educate customers on self-service options and digital tools available.
- Process customer requests, including service activations, deactivations, upgrades, and changes.
- Escalate complex issues to appropriate departments for further investigation and resolution, ensuring timely follow-up.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Identify and escalate potential customer retention risks or opportunities.
- Contribute to team efforts by achieving individual and team performance targets.
Required Skills
- Minimum of OND/HND/Bachelor's degree in any discipline.
- Proven experience in a customer service or customer-facing role (preferably 1+ year).
- Exceptional verbal and written communication skills in English.
- Strong active listening skills and ability to empathize with customers.
- Proficiency in using CRM software and other office applications.
- Ability to multitask, prioritize, and manage time effectively.
- Problem-solving aptitude with a strong focus on resolution.
- High level of patience and ability to remain calm under pressure.
- Ability to work effectively in a team-oriented environment.
Preferred Qualifications
- Previous experience in the telecommunications industry.
- Familiarity with MTN products and services.
- Fluency in additional local Nigerian languages (e.g., Yoruba, Igbo, Hausa).
- Certification in Customer Service or related fields.
- Experience with call center technologies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance coverage.
- Paid time off and holiday benefits.
- Employee discount on MTN products and services.
- Opportunities for professional development and career advancement.
- Vibrant and supportive work environment.
- Pension scheme contributions.
- Transport allowance.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your CV is up-to-date and highlights your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the MTN family!