Location: Victoria Island, Lagos
Job Identification: 4641
Job Category: MTN Level 2
Employment Type: Full Time
Mission
Responsible for providing exceptional customer service to our clients, handling their inquiries, resolving issues, and ensuring their overall satisfaction.
Responsibilities
- Deliver superior customer service by promptly and professionally responding to client inquiries via phone, email, and other communication channels.
- Provide accurate information regarding our MoMo PSB products, services, policies, and procedures.
- Document identified key risks, issues, and dependencies and set mitigation actions with guidance from the customer support manager.
- Prepare the documentation required for sign-off on tactical changes.
- Adhere to established service standards, compliance guidelines, and company policies.
- Conduct periodic quality assessments of customer interactions, identify areas for improvement, and implement necessary training or process enhancements.
- Resolve customer escalations sent to MoMo Operations Teams.
- Escalate issues that will result in optimal time, scope, productivity, and cost or resource impact for the customer support manager.
- Build and maintain positive relationships with clients, ensuring their satisfaction and loyalty.
- Understand and anticipate client needs, concerns, and goals, and provide appropriate guidance and support to meet their expectations.
Requirements
Education
- Bachelor's degree in a relevant field (e.g., Business, Finance, or Customer Service) or equivalent work experience.
- Relevant postgraduate education is an advantage.
Experience
- A minimum of 3 to 7 years’ experience in customer support in a financial role is required.
- Proven experience in a customer service role, preferably within the financial industry.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Proficient in using CRM systems and other relevant software applications.
- Knowledge of financial products, services, and regulations is highly desirable.
- Ability to maintain professionalism and composure in high-pressure situations.
- Demonstrate commitment to delivering exceptional customer experiences.
- Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
- Detail-oriented and highly organized, with the ability to handle multiple tasks and prioritize effectively.
How to Apply
Interested and qualified candidates should click here to apply.
Application Deadline: 29th July, 2024
Conclusion
Joining MTN Nigeria as a Customer Support Analyst is an exceptional opportunity to contribute to a leading telecommunications company renowned for its innovative services and customer-centric approach. If you have the passion for delivering outstanding customer service and meet the qualifications outlined above, we invite you to apply and become a part of our dynamic team.
Don’t miss out on the chance to advance your career with a brand that values talent and dedication. Apply now and help us continue to provide unparalleled service to our valued clients.
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