Jobs

MTN Nigeria recruitment for Customer Relationship Officer, April 3rd 2015

Apr 2, 2015, 11:22 AM
MTN

MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year.

Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.

Job Title: Customer Relationship Officer x2 (Research and Digital Media)

Job description
• Participate in the implementation of the back office and complains operational plans
• Adherence to all defined operational guidelines
• Participate in the implementation of Frontline Empowerment Business initiatives
• Conduct research on MTN products/services in comparison to competition
• Conduct research on new and emerging technology within the digital space
• Development of content on the Enterprise knowledge management system in different formats graphics, videos etc
• Project Management
• Process mapping and documentation
• Provide support to the frontline on the use of Enterprise Knowledge Management System
• Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements
• Manage the end to end authoring process on the knowledge management system
• Develop scripts for content development
• constant review of the knowledge base in line with changing business requirements
• Research on root causes of top customer challenges and translate into knowledge management content development for frontline and customer empowerment
• Collaborate with Segment management to develop customised educational content for customer education
• Participate in UAT of MTN products and services
• Develop content for the self- service campaign and initiatives
• Develop guided help to support the self- Service adoption on complex customer issues

Minimum qualification

Job condition

Normal MTNN working conditions
May be required to work extended hours

Experience:

4 years relevant work experience of which 2 years in a digital media related experience

Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash, after effect, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical
Experience in the use of visio for process mapping & documentation
Experience in Content development

Training: