On Going Recruitment at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa's leading cellular 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.

Job Title: Customer Relationship Officer x2-Research and Digital Media

Location 
Lagos

Job Field
Engineering, 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 and Qualification
BSc, HND, BA
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

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