Replacement Supervisor - SC Bonaberi.Customer Experience and Services

We at MTN Cameroon are a purpose and value-led organization.

At MTN Cameroon 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. 

Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead With Care

Can-Do With Integrity

Collaborate With Agility

Serve With Respect

Act With Inclusion

• Customer Experience & Service Quality
• Ensure the effectiveness of the “one-stop-shop” concept by ensuring each Service Centre staff can welcome, educate, assist customers, and sell all MTN products and services.
• Ensure an NPS score of 9–10 by providing feedback to staff and implementing corrective actions to enhance service quality.
• Ensure all staff display the right attitude and professionalism towards customers as per MTN policy and CRM flow.
• Call back (via SMS/email) unsatisfied customers daily to reassure, apologize, or provide feedback to improve satisfaction and NPS.
• Handle escalated or sensitive customer issues in a timely and efficient manner to maintain trust and loyalty.
• Conduct customer feedback reviews and service quality assessments to identify improvement opportunities.
• Team Development & Knowledge Management
• Ensure all Service Centre staff are fully knowledgeable on MTN products and services.
• Guarantee timely and appropriate training on new and existing products and services.
• Monitor product and service knowledge assessment results and organize refresher sessions as required.
• Ensure staff are properly trained to assist customers in device configuration, troubleshooting, and digital tools.
• Motivate and coach the team to maintain high morale, discipline, and customer focus.
• Organize internal staff challenges, events, and motivational activities to build team spirit and engagement.
• Monitor daily, weekly, and monthly sales performance and implement corrective actions when necessary.
• Ensure all MTN products and services are available, well displayed, and safely managed.
• Drive cross-selling and upselling of digital and financial services (e.g., MoMo, MyMTN App).
• Reconcile daily stock and sales for each SCR and the Service Centre as a whole.
• Provide monthly reconciliation reports to Finance detailing stock, cash deposits, and reconciliation gaps.
• Conduct necessary checks and investigations to justify and correct reconciliation variances.
• Ensure the Service Centre’s security, safety, and compliance with company procedures (alarm systems, guards, safe handling, money transfer policies).
• Ensure all facilities and equipment (air conditioning, lighting, generators, doors, furniture, etc.) are functional and report issues promptly to the Facilities Unit.
• Maintain the overall cleanliness and hygiene of the Service Centre through regular spot checks and agency supervision.
• Liaise with the Marketing team to ensure updated and compliant branding, visual identity, and promotional materials.
• Ensure all Service Centre operations strictly comply with NSC policies and procedures.
• Provide daily, weekly, and monthly reports on Service Centre activities, performance, and key issues

Education:

• Bachelor’s degree in business administration, Marketing, Management, communication, sales, Social Sciences or any other relevant field or related field.
• Minimum of 2 to 3 years of experience in retail, customer service, or sales supervision...
• Certifications in Telecom, Digital Finance, or Customer Experience Management are an added advantage

Experience:

• Minimum of 2 years’ Experience at least 3 years are in Telecommunications, FMCG, Retail, Sales or Banking Industries
• Minimum of 1 year in Team Management 
• Experience in stock management
• Experience in a customer centric environment would be an advantage
• Experience in a telecommunications environment would be an advantage
• Experience in an ICT environment would be an advantageTraining
• Relevant Leadership & Functional training identified by the Company

Competencies:

Technical competencies and skill

• Customer Journey Mapping
• VOC & NPS Interpretation
• Operational KPI Monitoring
• Cross-Channel Coordination
• Advanced Excel and Data Interpretation
• User Experience Testing
• Complaint Trend Analysis
• Digital Literacy
• Onboarding Flow Optimization

Functional Knowledge:

• MTN Products & Services
• Best practice customer service principles
• MTN systems (relevant to customer management)
• MTNC Service Center relevant policies, processes and procedures
• Bilingual (English/French) ;
• Computer literate (Package MS Office).
• MTN environment / Organizational structure
• Principles and methods for showing, promoting and selling products and services
• People Management and Coaching
• Computer literate (Package MS Office).
• Reporting and performance analysis

Skills

• Problem solver & decision skills
• Strong organizational skills
• Alert to environment changes and trends
• Analytical Thinker and Attention to details
• Results Achiever 
• Operationally Astute
• Ability to motivate and train
• Leadership & Coaching aptitude
• Active Listening 
• Effective Communication skills
• Ability to work under pressure
• Good verbal and written communication skills
• Individual must be flexible and be able to work nights, weekends, and publics Holidays

Behavioural Qualities (Live MTN Values)

Lead With Care

• Demonstrates our curiosity and determination to be game changers. 
• Own and deliver on our bold ambitions to generate value for our internal and external stakeholders 
• Lead with humanity and empathy
• Nurture relationships and act in the benefit of people, communities, societies, environment & planet
• Completely accountable
• Humble & considerate

Can-Do With Integrity

• Steadfast in our commitment to equity, ethics & morality.
• Discern right from wrong when "doing
• Honest and candid
• Bold & courageous - free to speak up and trustworthy in action, behavior & thought
• Do right by others - 

Collaborate With Agility

• Demonstrates how to collectively engage and work to achieve our shared purpose
• Forge meaningful partnerships, operate with a solution mindset and take personal accountability for our contribution
• believe in our shared goals
• learn, adapt, break barriers, fail-fast and discover new ways to make a positive impact

Serve With Respect

• Demonstrates our higher purpose to be of service for good
• Humble and modest in our interactions
• Mindful of personal actions and its impact on people, customers, communities, ecosystems, nation state, shareholders & regulators
• Treat others with dignity, open yourself to other’s views and believe in collective mission to serve for the greater good

Act With Inclusion

• Value the power of diversity
• Empower others to do better for the people, communities, nation states and the ecosystem around us

MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa. 
With more than 17510 professionals, working in over 20 countries around the world.
MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.