MTN Nigeria Recruitment 2021 | Job Requirements and Guide

MTN Nigeria Recruitment 2021 – MTN Nigeria is now seeking applications from suitably qualified and experienced Nigerians to fill the Job vacancies below; Please Note that the recruitment guidelines, qualifications, requirements, and other relevant updates will be posted here free.
We are recruiting to fill the following job position below:

MTN Nigeria Recruitment 2021

MTN Nigeria is seeking to employ suitable and qualified applicants to fill the position of Customer Relationship Manager. The Position is based in Nigeria.

Job Description

  • Responsible for providing the highest quality of customer-focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
  • Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
  • Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to and customer informed of status in the resolution process.
  • Collect data and information on customer care needs/issues and manage the implementation of new systems, procedures and work ethics to improve customer service efficiency.
  • Monitor and prepare a periodic report on sales and generate periodic reports for management review.
  • Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
  • Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer care representatives.
  • Establish/maintain lasting relationships between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
  • Responsible for the management of all revenue collection, billing management, debt management, and credit control functions on postpaid subscribers.
  • Provide quality customer care by ensuring credit worthiness of the postpaid customer base.
  • Oversee credit vetting and assessment delivery in line with MTNN’s policy and consumer standard.
  • Ensure bad debt reduction and management across the entire postpaid credit customer base.
  • Setup the necessary controls to ensure that post-paid customers aging management(provision for doubtful debt and bad debt management) are at best minimized. &mid dot;
  • Facilitate debt recovery drive and recommend new strategies for debt collections.
  • Facilitate qualitative customer care by ensuring integrity, the accuracy of postpaid invoices.
  • Facilitate qualitative customer care by ensuring prompt generation and distribution of bills to the entire postpaid base.
  • Ensure proper management of post-paid customer’s receivables by ensuring regular and proper updates and reconciliation of invoices and payment.
  • Ensure adequate reporting and management of Postpaid Consumer GSM, Postpaid VIP and Internal Accounts including their products and services.
  • Manage identified risks within the unit and propose new strategies for End-to-End Postpaid Billing, Credit and Debt management.
  • Setup policies and procedures for management approval and regular review of approved policies and procedures for the management of post-paid customers operation to ensure continued effectiveness and efficiency in service delivery.
  • Facilitate and lead in the definition of user requirements to guide the development and deployment of postpaid billing enhancement.
  • Recommend new strategies in the Postpaid billing platform according to best practice
  • Facilitate the development and implementation of customer care framework and support for frontlines service points on postpaid services.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Regional Travel (for Regional Service Managers)

Requirements, Experience & Training

  • First degree in Social Science or any related field. An MBA is desirable
  • Minimum 6 years’ experience which includes:
    • 3 years work experience in area of specialization in experience supervising others
  • Experience in financial credit risk management
  • Experience in credit matrix scoring and assessment
  • Exposure to telecom billing technologies and complementary technologies
  • Experience in managing complex processes and procedures Training:
    • Customer Relationship Management
    • Employee Performance Management
    • Management Programs
    • MS Excel (Intermediate and advanced)
    • MTN Products & Services Project Management Service
    • Excellence Audit/ Inventory training
    • People & Performance Management
    • Financial planning & Budgeting
    • Business Intelligence Service Segmentation
    • Resource Planning
    • ICT Cutting Edge Technologies
    • Crisis Management
    • Innovation Management
    • Credit Management
    • Change Management
    • Brand Management
    • MS Office Enterprise

Minimum qualification:

  • BA, B.Ed, B.Sc, HND or BTech

How to apply

Click here to apply

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