Officer - Self Service And Electronic Channels.customer Relations And Experience

Job Title

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.

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.

First Degree in any relevant field

Certification in Scrum, Project Management an added advantage

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.