Customer Support Analyst

Customer Support Analyst at MTN Nigeria

MTN Nigeria, a leading telecommunications company in Nigeria and part of a diverse community in Africa and the Middle East, is known for its recognizable brand and commitment to attracting and nurturing top talent by continuously improving its employment offerings.

Mission

Responsible for providing exceptional customer service to our clients, handling their inquiries, resolving issues, and ensuring their overall satisfaction.

Job Responsibilities

• Deliver superior customer service by promptly and professionally responding to client inquiries via phone, email, and other communication channels.
• Provide accurate information regarding our MOMO PSB products, services, policies, and procedures.
• Document identified key risks, issues, and dependencies and set mitigation actions with guidance from the customer support manager.
• Prepare the documentation required for sign-off on tactical changes.
• Adhere to established service standards, compliance guidelines, and company policies.
• Conduct periodic quality assessments of customer interactions, identify areas for improvement, and implement necessary training or process enhancements.
• Resolve customer escalations sent to MoMo Operations Teams.
• Escalate issues that will result in optimal time, scope, productivity, and cost or resource impact for the customer support manager.
• Build and maintain positive relationships with clients, ensuring their satisfaction and loyalty. Understand and anticipate their needs, concerns, and goals, and provide appropriate guidance and support to meet their expectations.

Job Requirements

Education:

• Bachelor’s degree in a relevant field (e.g., Business, Finance, or Customer Service) or equivalent work experience.
• Relevant postgraduate education is an advantage.

Experience:

• A minimum of 3 to 7 years of experience in customer support, preferably in a financial role.
• Proven experience in a customer service role within the financial industry.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Proficient in using CRM systems and other relevant software applications.
• Knowledge of financial products, services, and regulations is highly desirable.
• Ability to maintain professionalism and composure in high-pressure situations.
• Demonstrate commitment to delivering exceptional customer experiences.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Detail-oriented and highly organized, with the ability to handle multiple tasks and prioritize effectively.