Reports To: Manager - Self Service and Digital Platform Support

Division: Customer Relations and Experience

Mission:


To implement Customer service operational plans as it relates to digital services adoption and Self Service
To lead and manage a team of Customer Relationship Partners to deliver excellent customer care and implement customer service operational plans.


Description:


Participate in the implementation of the back office and complain about operational plans.
Adhere to all defined operational guidelines.
Participate in the implementation of frontline empowerment business initiatives.
Participate in the research on MTN products and services in comparison to the competition.
Participate in research on new and emerging technology within the digital space.
Develop contents for frontline and customer empowerment.
Review of the knowledge base in line with changing business needs
Develop contents for training the MTN chatbot.
Review customer feedback as the need arises and leverage insights for process improvement.
Provide support for all ICT products and services.
Ensure customization of contents aligned to all customer interactive channels.
Participate in the development of contents for new products and services.
Troubleshoot devices and ensure education on new devices and technology.
Conduct root cause analysis on customer pain areas and translate to knowledge contents for frontline and customer empowerment.
Participate in user acceptance testing for new features on digital platforms.
Attend all relevant agile ceremonies as they apply to Scrum Project Management deployments.
Act as a change agent in the implementation of new initiatives both within the business unit and company-wide.
Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.


Education:


First degree in any relevant discipline 
Fluent in English


Experience:

3-7 years’ experience which includes


Experience in design thinking
Experience in project management using agile methodology.
Experience in content development using Adobe Creative Cloud (Photoshop, After Effects, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3DMax, Cinema 4D, Maya)
Experience working in a medium organization.
Experience in pre- and post-video production activities
Experience in graphic and infographic design
Experience in UI and UX design