Regional Technical Officer - Customer Relations and Experience

About the role

MTN is hiring an Officer for its Customer Relations and Experience division, reporting to the Manager - Customer Operations Walk In North Central. The role provides technical support and timely resolution to device queries, manages regional escalations and helps improve customer satisfaction.

Key responsibilities

• Handle requests for software installation and configuration
• Carry out incident escalation in line with established policies and procedures
• Gather and schedule customer phones and devices for warranty repairs
• Investigate and resolve technical complaints about network coverage, billing, data, devices and value-added services
• Respond quickly, communicate consistently and escalate cases to support teams as needed
• Manage complaints within the region and reduce referrals to external bodies
• Help implement procedures that shorten the time from first contact to complaint resolution
• Ensure full compliance with the Return Materials Authorization (RMA) procedure
• Support FlyX, FibreX and Broadband journeys
• Share knowledge regularly and resolve technical escalations promptly
• Identify problematic invoices and notify the billing division
• Use customer interactions to find opportunities and tailor solutions that drive revenue growth
• Provide on-the-spot and after-sales support to customers and stakeholders
• Lead and manage special projects across the region
• Train and coach colleagues on new products, processes and devices
• Manage cash transactions accurately and adhere to company standards

Required profile

• First degree in any relevant discipline
• Fluent in English
• 3-7 years of experience, including work with others and in a medium-sized organization
• Call center experience (Customer Care Rep, retention and churn)
• Experience resolving common issues for smartphones, tablets, modems and routers