Team Lead – Customer Operations at MTN Nigeria

MTN Nigeria is a leading telecommunications company in Nigeria and part of the broader MTN Group operating across Africa and the Middle East. The company is widely recognized for its strong brand presence and commitment to attracting and developing talent through continuous improvement of its employee offerings and work environment.

Mission

• Manage the operations and day-to-day activities of the customer assistance centre within the assigned regional location.
• Lead a team of customer care representatives to deliver quality customer service and execute operational customer service plans effectively.

Description

• Support the monitoring of customer relationship management (CRM) operations by identifying service trends and helping to deliver effective customer support.
• Provide technical, procedural, and policy guidance to customer care representatives and operational staff while supervising technical activities and administrative duties within the customer assistance centre.
• Drive the implementation of new initiatives within the business unit and across the organization, including initiatives aimed at reducing customer churn and improving customer loyalty.
• Ensure customer data is properly captured, transactions are documented promptly, and customer care information is collected accurately.
• Maintain confidentiality of customer data and ensure it is used only for approved purposes.
• Promote adherence to schedules, procedures, and operational regulations to support effective communication between customers and customer care representatives.
• Coordinate and supervise the activities of customer care representatives while ensuring important information is communicated promptly to team members.
• Assist in reviewing and updating processes, policies, and procedures (PPP’s) to align with the organization’s value proposition and customer service standards.
• Participate in customer-related research activities and support the coordination of customer satisfaction and brand perception surveys.
• Provide feedback on customer usage patterns and perceptions of MTN Nigeria’s products and services to support business development and product evaluation.
• Ensure brand consistency while delivering sales and customer service within the service centre environment.
• Oversee support services within the assigned service environment, including security and cleaning services.
• Support the Customer Care Manager in implementing customer service initiatives.
• Train and coach team members to improve understanding of departmental goals, targets, and customer service techniques required for service optimization.

Description

• Assist in monitoring customer relationship management (CRM) operations and identifying service trends.
• Provide operational, technical, and policy guidance to customer care representatives.
• Supervise technical activities and administrative functions within the customer assistance centre.
• Support implementation of initiatives aimed at improving customer loyalty and reducing churn.
• Ensure proper customer data collection and documentation of transactions.
• Maintain confidentiality and proper handling of customer information.
• Monitor compliance with schedules, operational procedures, and regulations.
• Coordinate customer care representatives and facilitate communication within the team.
• Assist in updating processes, policies, and procedures to improve service delivery.
• Participate in customer satisfaction and brand perception research activities.
• Provide customer usage feedback for product evaluation and business growth.
• Maintain MTN brand alignment in customer service operations.
• Manage support services within the service environment.
• Assist with implementation of customer service initiatives.
• Coach and train team members on departmental objectives and customer service techniques.

Education

• First degree in any relevant discipline
• Fluent in English
• MBA will be an added advantage

Experience:
3-7 years’ experience which includes:

• Experience working in a medium organization
• Experience in a customer-facing operations environment
• Experience in a supervisory role
• Experience in query resolution
• Experience in general ledger reconciliations

Interested and qualified candidates should visit the official application portal by clicking the apply button below.