Division: Customer Relations and Experience
Mission:
- Optimize the customer experience by leveraging data-driven insights from customer feedback.
- Support the continuous improvement of customer care delivery and business processes through systematic analysis of customer feedback and NPS data.
- Collaborate with stakeholders to effectively deploy critical tools and processes, bridge gaps in the customer experience, and contribute to the implementation of key priorities for long-term success in MTN Nigeria's customer relations.
Description:
- Create content, articles, FAQs and communication to support frontline service delivery
- Translate CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs)
- Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
- Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets.
- Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
- Identify and document recurring customer and frontline pain points using feedback, insights and service trend analysis.
- Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability etc
- Conduct daily, weekly or as the need arises audits of the Enterprise Knowledge Management system ensuring there are no obsolete information
- Liaise with Marketing, Digital, Enterprise, FBB, IT, and other relevant stakeholders to ensure timely product updates/ service information across all customers interactive channels
- Maintain and continuously improve internal and external knowledge bases to align to current business reality
- Monitor usage metrics, content effectiveness, and adoption rates to identify knowledge gaps and recommend continuous improvements.
- Measure and evaluate effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party
- Ensure knowledge management practices comply with company policies, industry regulations, and data security requirements.
- Participate in the enhancement of AI chatbots, ensuring customer perspective is in consideration during content creation and across other applicable channels
- Stay updated on global best practices in knowledge management and implement innovative approaches to improve service delivery within the division and across similar commercial areas ie. Enterprise Business, FBB etc.
- Project Participation
- Participate in UAT for Knowledge related assets.
- First degree in any relevant discipline
- Fluent in English.
Experience: 3–7 years’ experience, which includes
- Minimum of 3 years’ experience in an area of specialization; with experience working with others
- Experience in design thinking & project management
- Experience in content development using Adobe creative cloud suites
- Experience working in a medium organization.
- Experience in Customer Care and Management
- Business writing/reporting
- Experience in the use of process mapping & documentation e.g. Visio
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 [email protected]
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/).