Division: Customer Relations and Experience
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:
- Provide 2nd level support for queries emanating from Self Service Channels i.e. myMTN NG, myMTN Web, IVR, Chatbot etc
- Participate in user acceptance testing for all the releases of the Self-Service Channels i.e. Chatbot, myMTN NG, myMTN Web, IVR etc
- Participate in daily scrums and all related agile ceremonies.
- Conduct, daily, weekly audits of the Self-Service Channels, collaborate with relevant stakeholders to ensure defects are closed.
- Participate in all business initiatives deployed to drive adoption of the self-service Channels.
- Generate insights for strategic business decision making.
- Actively participate in channel features journey mapping
- Collaborate with relevant stakeholders to resolve queries emanating from the payment gateway.
- Manage end to end all activities that relates to upload of contents on the IVR i.e. scripts, Edit files etc
- Participate in scripting and reviews for MTN products and Services and channel specific initiatives.
- Co-ordinate Beta Testing for new releases on the Self-Service Channels.
- Participate in business change and transformational management initiatives.
- Collaborate to ensure audit infractions are closed within agreed timelines as flagged by relevant stakeholders i.e. Internal audit etc
- Conduct root cause analysis for customer pain points as it relates to the Self-Service Channels.
- Project Management
- Collaborate with relevant functional and cross functional teams to ensure improved Customer satisfaction.
- Frontline empowerment/education on new initiatives, ensuring all relevant information are cascaded within the agreed timelines to all frontline and other support teams.
Education:
- First Degree in any relevant field
- Certification in Scrum, Project Management an added advantage
Experience:
3-7 years work experience which includes
- Advanced Knowledge in the use of Excel
- Experience applying design thinking in product development.
- Minimum 1 year experience using Agile project Management methodology.
- Certification in Scrum, Project Management
- Change Management
- Data Science
- Power Bi
- Structured Query Language SQL
- Experience using studio equipment and editing.
- Experience working in a medium organization.
