Officer – Regional Technical NC at MTN Nigeria – Abuja

MTN Nigeria is recruiting an Officer – Regional Technical NC in Abuja to deliver technical support and resolve customer complaints concerning devices, network services, billing and connectivity. The role reports to the Manager, Customer Operations Walk In North Central within the Customer Relations and Experience division.

Technical support and service resolution

• Handle software installation and configuration requests, and diagnose common problems involving smartphones, tablets, modems and routers.
• Investigate customer complaints about network coverage, data, billing, devices and value-added services.
• Coordinate device warranty repairs and comply with Return Materials Authorisation procedures.
• Support FlyX, FibreX and broadband customer journeys, providing timely in-person and after-sales assistance.
• Escalate incidents and regional technical problems to the appropriate support teams, monitoring each case through resolution.
• Identify billing discrepancies and refer problematic invoices to the billing division.

Customer operations and reporting

• Improve complaint resolution times and customer satisfaction through consistent follow-up and accurate communication.
• Work to reduce escalations to external complaint bodies while complying with company policies and customer service procedures.
• Share technical knowledge and coach colleagues on new devices, products and support processes.
• Support regional projects, identify solutions that address customer needs and contribute to commercial objectives where appropriate.
• Process cash payments accurately under established controls.

Requirements

• First degree in a relevant discipline and fluency in English.
• Three to seven years of relevant professional experience, including work with colleagues in a medium-sized organisation.
• Experience in a customer-care or call-centre environment, including retention and churn matters.
• Practical experience resolving common technical issues with smartphones, tablets, modems and routers.