telecommunications company. On May 16, 2001, MTN became the first GSM
network to make a call following the globally lauded Nigerian GSM
auction conducted by the Nigerian Communications Commission earlier in
the year. Thereafter the company launched full commercial operations
beginning with Lagos, Abuja and Port Harcourt.
Customer Relationship Officer x2 (Research and Digital Media)
Job TypeFull Time
QualificationBA/BSc/HND
Experience4 years
Location Lagos
Job FieldEngineering / Technical ICT
Job description
• Participate in the implementation of the back office and complains
operational plans
• Adherence to all defined operational guidelines
• Participate in the implementation of Frontline Empowerment Business
initiatives
• Conduct research on MTN products/services in comparison to competition
• Conduct research on new and emerging technology within the digital space
• Development of content on the Enterprise knowledge management system
in different formats graphics, videos etc
• constant review of the knowledge base in line with changing business
requirements
• Research on root causes of top customer challenges and translate
into knowledge management content development for frontline and
customer empowerment
• Collaborate with Segment management to develop customised
educational content for customer education
• Participate in UAT of MTN products and services
• Develop content for the self- service campaign and initiatives
• Develop guided help to support the self- Service adoption on complex
customer issues
• Project Management
• Process mapping and documentation
• Provide support to the frontline on the use of Enterprise Knowledge
Management System
• Conduct post implementation test on MTN products and service and
share outcomes with relevant stakeholders for continuous product
improvements
• Manage the end to end authoring process on the knowledge management system
• Develop scripts for content development
Job condition
• Normal MTNN working conditions
• May be required to work extended hours
Experience:
4 years relevant work experience of which 2 years in a digital media
related experience
• Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash, after
effect, in-design, audition, illustrator, Adobe Captivate, Premier
Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical
• Experience in the use of visio for process mapping & documentation
• Experience in Content development
Training:
• Business Activity Modelling
• Stakeholder's Management
• Report Writing
• Business Intelligence
• CRM/Agility
• Crisis Management
• People & Performance Management
• Total Quality Management
Minimum qualification
BSc
Method of Application
Go to. https://careers.mtnonline.com/VacancyDetails.aspx?VacancyID=128
