MTN Nigeria Massive Graduate Recruitment, June 2017

Filed in Jobs in Nigeria by on June 5, 2017 0 Comments

MTN Nigeria Massive Graduate Recruitment- MTN Nigeria –

The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East,

our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
MTN Nigeria Massive Graduate Recruitment
MTN Nigeria Massive Graduate Recruitment, June 2017
We are recruiting to fill the vacant job positions below:
MTN Nigeria Massive Graduate Recruitment

Job Title:  Officer, Customer Support
Core purpose of the Job

  • Ensure top quality customer support in all areas of key account management


  • First Degree or equivalent in Social or Management Science Course
  • Membership of Professional Customer Service/Relations associations will be an added advantage


  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Account Management
  • Customer Service/Relationship
  • Experience in a customer service environment in the telecommunications industry.
  • Reporting and advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
  • Debt Management and Revenue Collection experience
  • Fault resolution and issue escalation

Job Summary

  • Ensure minimal customer churn on managed accounts
  • Constant analysis of Managed customer database for Revenue and Debt management
  • Ensure maximum collection of ALL invoices as at when due
  • Work with product, UAT and support teams to validate new products, new systems and upgrades
  • Generate relevant reports as required by the business
  • Ensure Quality Assurance and prompt invoice delivery
  • Analysis of customer requests for prompt resolution
  • Ensure end-to-end account management for Enterprise customers
  • Liaise with support teams (within and outside the unit) in order to resolve any customer identified issue
  • Perform Service fulfilments for Enterprise customers
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
MTN Nigeria Massive Graduate Recruitment

Job Title: Customer Relationship Officer (TQM)
Core purpose of the Job

  • 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


  • First degree (BSc or HND) in any relevant discipline


  • Minimum of 3 years’ post degree experience
  • Customer Service experience
  • Experience in the Telecoms/Service industry
  • Microsoft Office suite
  • Research/Insights skill
  • Experience in a call center environment
  • Forensic Auditing skills
  • Effective communication skills

Job Summary

  • Facilitate the development of team and individual quality and performance standards.
  • Assist in monitoring and benchmarking performance across and within teams.
  • Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
  • Calibrate calls within the Online Assistance Centre to ensure compliance to quality management metrics.
  • Call evaluation within the Online Assistance Centre adhering to agreed standards.
  • Quality gap analysis.
  • Mystery shopping for the customer touch points.
  • Deliver quality assurance (QCG) training for customer care representatives.
  • Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
  • Analyse customers’ information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
  • Collaborate with business users to define processes that meet business needs
  • Work with business unit and IS team to define and design user systems architecture.
  • Ensure the availability of all required systems
  • Develop and define IT requirements to support process and system changes
  • Plan and manage the development and maintenance of required user systems
  • Prepare and execute testing plans to ensure high quality results.
  • Create detailed functional design documents for conversions, interfaces, and reports
  • Work with user departments to define roles and access rights to be created for all users in line with business requirements
  • Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
  • Engage with vendor service support groups to bring resolution to system performance or other processing issues
  • Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution

MTN Nigeria Massive Graduate Recruitment
Job Title: SM Lifestyle Products
Core purpose of the Job

  • Position MTN Nigeria at the forefront of technological innovation within the telecom’s sector, through the development and support of MTN-branded, and 3rd Party content, portals and services that will attract and retain customers, grow ARPU and create new revenue streams
  • Manage the lifestyle product and service lifecycle which includes enhancements of existing products and services
  • Assist to analyse market data and customer insight to identify profitable opportunities, make decisions, develop the roadmap and collaborate with strategic partners to deliver world class lifestyle solutions that capture market share, drive optimal customer engagement and increase revenue.


  • A first degree or post-graduate diploma in Marketing, Accounting, Business Administration or a related discipline.
  • A first degree or post graduate diploma in Engineering and/or Design
  • Training and certification in project management


  • At least 10 years’ experience which includes:
  • 5 years in product Development and management experience in a Telecommunications- related environment.
  • A Minimum of 3 years’ experience in advance Project Management.
  • At Least Minimum of 3 years’ experience in co-coordinating a number of external agencies and suppliers
  • Minimum of 3 years’ experience in dealing with senior stakeholders within an established organization.

Job Summary

  • Work with management and other key contributors and stakeholders to manage the translation of the Digital Product Development strategy into a Lifestyle innovation strategy, roadmap and product portfolio mix, and communicate these effectively with the team;
  • Manage and enforce all subscription business rules on HSDP, Play, charging and other VAS platforms. From access channels to product fulfilment.
  • Manage the Lifestyle product lifecycle from concept to developing detailed product specification to completing a smooth launch and monitoring and optimising future iterations to drive optimal customer engagement and revenue from Lifestyle platforms (
  • Increase Lifestyle performance and grow the portfolio and its contribution to the overall revenue of MTN Digital, ensuring that MTN maintains its position as a world class leader in Lifestyle products and services;
  • Collaborate with Solutions Delivery team to create strategies and plans by which technology will be developed or adapted to meet market needs and leverage opportunities;
  • Ensure products meet and exceed the highest processing standards including cost, revenue, security, technical precision and scalability.
  • Monitor and analyse new Lifestyle related technology trends and innovations, make recommendations to management on their potential applications to the business and use data analytics to inform product development decisions;
  • Ensure trends and patterns pertaining to customer requests and needs are identified and used to continually improve all aspects of product and service delivery.
  • Drive best practice, continuous improvement and innovation of products, services, processes and procedures within the Lifestyle portfolio and across MTN Digital to ensure competitiveness.
  • Drive research on various platforms and document competitive social, monetization and game features and ensure that optimal content is sourced for various target markets;
  • Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines around Lifestyle content;
  • Lead the establishment and maintenance of Lifestyle quality/process standards that will enhance the customer experience and cost efficiency.
  • Manage the Lifestyle hierarchy, usability, and users’ requirements and needs.
  • Maintain a strong understanding of the marketplace and current and evolving opportunities for mobile operators and other industries with regard to content.
  • Supply and co-ordinate resources for development of products to address existing market segment needs
  • Drives successful launch of content, and participates in key sales situations and events for these services.
  • Develop new business models and solutions for new and existing Lifestyle products
  • Introduce, customize and enhance new products and services
  • Proffer solutions that can withstand exposure to a fluctuating market in the long term
  • Develop flexible means of response to changing needs
  • Develop products & service using multiple technologies to actualize company mission

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