Officer - Research and Digital Media.Customer Relations and Experience

Reports To: Manager - Self Service and Digital Platform Support
Division: Customer Relations and Experience

Mission:

• To implement Customer service operational plans as it relates to digital services adoption and Self Service
• To lead and manage a team of Customer Relationship Partners to deliver excellent customer care and implement customer service operational plans.

Description:

• Participate in the implementation of the back office and complain about operational plans.
• Adhere to all defined operational guidelines.
• Participate in the implementation of frontline empowerment business initiatives.
• Participate in the research on MTN products and services in comparison to the competition.
• Participate in research on new and emerging technology within the digital space.
• Develop contents for frontline and customer empowerment.
• Review of the knowledge base in line with changing business needs
• Develop contents for training the MTN chatbot.
• Review customer feedback as the need arises and leverage insights for process improvement.
• Provide support for all ICT products and services.
• Ensure customization of contents aligned to all customer interactive channels.
• Participate in the development of contents for new products and services.
• Troubleshoot devices and ensure education on new devices and technology.
• Conduct root cause analysis on customer pain areas and translate to knowledge contents for frontline and customer empowerment.
• Participate in user acceptance testing for new features on digital platforms.
• Attend all relevant agile ceremonies as they apply to Scrum Project Management deployments.
• Act as a change agent in the implementation of new initiatives both within the business unit and company-wide.
• Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.

Education:

• First degree in any relevant discipline 
• Fluent in English

Experience: 3-7 years’ experience which includes

• Experience in design thinking
• Experience in project management using agile methodology.
• Experience in content development using Adobe Creative Cloud (Photoshop, After Effects, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3DMax, Cinema 4D, Maya)
• Experience working in a medium organization.
• Experience in pre- and post-video production activities
• Experience in graphic and infographic design
• Experience in UI and UX design

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. 

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

• Obsessions: How We Do It
• The behaviors that keep our culture strong and safe.
• 1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.

• Our Employee Value Proposition enables you to:
• 🟡 Work with meaning
• 🟡 Connect to develop
• 🟡 Thrive in positivity
• 🟡 Grow with purpose

Live Inspired.

It’s a great place to work! Take that bold step and apply today!

• Eligible Females and People with Disabilities are encouraged to apply.
• MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.
• MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).