Officer - Outbound and Support Desk.Customer Services NG
Reports To: Manager, Outbound & Support Desk
Division: Customer Relations
Mission
Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media within designated location.
Description
Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
Actively engage in cross selling/up selling to increase the net present value of customer.
Participate in and execute actions that affect the NPS of customers in the churn bucket.
Resolve complex issues that have results in a customer disconnection through negotiation while working within MTN policies and procedures.
Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for accurate Reporting in a timely manner using the enterprise PowerBI platform.
Carry out data analytics, cost modelling and predictive projections of related business records on eyeballing
Build relationships with customers to overcome churn and increase retention.
Identify process, procedure and workflow improvements and to assist in their implementation.
Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement.
Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
Convert at risk customers to promoters and ensure good NPS.
Ensure growth in the net value of assigned customers across multiple segments
Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.
Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities.
Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy and results to executive leadership team on a regular basis.
Education:
First degree in any relevant discipline
Fluent in English
Experience:
3 - 7 years’ experience including:
Experience working in a medium-sized organization
Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn)
Division: Customer Relations
Mission
Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media within designated location.
Description
Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
Actively engage in cross selling/up selling to increase the net present value of customer.
Participate in and execute actions that affect the NPS of customers in the churn bucket.
Resolve complex issues that have results in a customer disconnection through negotiation while working within MTN policies and procedures.
Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for accurate Reporting in a timely manner using the enterprise PowerBI platform.
Carry out data analytics, cost modelling and predictive projections of related business records on eyeballing
Build relationships with customers to overcome churn and increase retention.
Identify process, procedure and workflow improvements and to assist in their implementation.
Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement.
Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
Convert at risk customers to promoters and ensure good NPS.
Ensure growth in the net value of assigned customers across multiple segments
Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.
Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities.
Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy and results to executive leadership team on a regular basis.
Education:
First degree in any relevant discipline
Fluent in English
Experience:
3 - 7 years’ experience including:
Experience working in a medium-sized organization
Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn)
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