Job Title
Customer Care Representative (Technical Helpdesk)
Department:
Customer Relations
Location:
Lagos
Job Description:
Resolve Customer Queries
Identify and resolve customer queries effectively and efficiently, whilst maintaining the
acceptable service quality standard
Follow through on customer queries ensuring prompt resolution and feedback
Escalate and route customer issues to the relevant process operators
Perform necessary system transactions related to customer request
Use organization and time management tools to track cases and meet turn-around-times and other required metrics
Promote Company Products and Services
Market MTN products and services to current and potential customers
Provide advice to customers on what package(s) will suit their needs
Enlighten and educate customers on new products and initiatives within MTN
Educate customer on use of products and services
Provide information regarding account or product enquiries
Reports
Document actions taken to resolve client problems.
Generate periodic reports and other ad-hoc reports as requested by Team lead
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