Job Title: Officer – Customer Operations (Walk-In)
Job Type: Full-Time
Location: Enugu
Qualification: BA/BSc/HND
Experience: 3–7 Years
Job Field: Customer Care
Job ID: 4357
Mission Statement
To uphold and promote the MTN brand by delivering exceptional, face-to-face customer service that meets the needs of walk-in customers at our Enugu location. This role is vital to enhancing customer satisfaction, loyalty, and the overall MTN experience.
Key Responsibilities
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Serve as the first point of contact for customers at the MTN service center, addressing inquiries and resolving issues efficiently.
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Promote and educate customers on MTN’s products, services, and promotional offerings.
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Process transactions related to customer requests using internal systems and ensure accurate data entry.
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Track customer requests and resolutions using service management tools, adhering to established turnaround times and service level agreements.
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Maintain strict confidentiality and integrity in handling customer information and subscriber data.
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Identify and report recurring issues or customer-impacting trends to improve service delivery.
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Educate customers about new product features, digital platforms, and service enhancements.
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Escalate complex or unresolved issues to the appropriate departments or process owners in line with company procedures.
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Handle basic technical support tasks such as software installation and configuration.
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Accept and log devices for warranty repairs, ensuring clear communication of repair timelines.
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Communicate customer credit statuses and assist with billing inquiries.
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Monitor and resolve invoice-related concerns, escalating them proactively to the billing team when necessary.
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Verify cash payments and ensure accurate processing of transactions.
Qualifications & Experience
Education:
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A First Degree in any related discipline.
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Fluency in English (spoken and written).
Experience:
3–7 years of relevant experience, including:
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Hands-on customer service experience, preferably in a telecommunications or service-based industry.
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Prior experience in a call center environment (prepaid/postpaid) is an added advantage.
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Familiarity with working in a medium-to-large organization with structured processes and customer engagement strategies.
Skills & Competencies
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Excellent interpersonal and communication skills
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Strong organizational and time management abilities
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Problem-solving mindset and attention to detail
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Proficiency in customer service tools and CRM platforms
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Ability to work independently and as part of a team
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High level of professionalism and customer focus
Join MTN and be part of a team committed to delivering exceptional service and innovation. If you thrive in a fast-paced, customer-facing environment, we’d love to hear from you.
