Manager – Digital Care Channels

Job Description

Reports To: Senior Manager – Consumer Operation Support

Division: Customer Relations and Experience

Mission:

• Responsible for providing the highest quality of customer-focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.

Description:

• Identify opportunities to leverage emerging technologies (e.g., AI, chatbots).
• Conduct market research to stay informed about industry trends and best practices.
• Develop and manage budgets for digital channel support initiatives.
• Ensure continuous monitoring of digital channels for technical issues, errors, and downtime.
• Troubleshoot and resolve technical issues where applicable, escalating complex problems to relevant support teams (IT, NWG, Marketing, and vendors
• Ensure digital channels comply with regulatory requirements, industry standards, and organizational policies.
• Ensure continuous process review and refine digital channel support processes.
• Participate in implementing effective, proactive, quality processes at the operating level to enhance customer satisfaction.
• Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to and customers are informed of status in the resolution process.
• Collect data and information on customer care needs and issues and manage the implementation of new systems, procedures, and work ethics to improve customer service efficiency.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends, and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer relationship management officers.
• Establish/maintain lasting relationships between customers and customer relationship management officers, as well as other key units (Channel Distribution, Service Centers, Call Center, Quality Assurance, Marketing) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Ensure multichannel support (email, chat, social media, messaging platforms) to customers, resolving inquiries and issues efficiently and professionally.
• Manage and respond to customer support tickets via digital channels (e.g., email, messaging platforms, social media).
• Ensure team members provide 2nd level support for queries from virtual channels by securing advanced access levels.
• Conduct stakeholder engagements through meetings, virtual and remote contacts, and physical deliberations where necessary for knowledge management and team cohesion.
• Collaborate with senior leadership to align digital channel support with organizational goals.

Education:

• First degree in Social Science or any related field
• An MBA is desirable
• Social media certification (Facebook Blueprint)

Experience:

6 – 13 years’ experience which includes:

• 3 years’ work experience in area of specialization with experience supervising others
• Experience with chatbots and automation tools
• Project Management
• Experience using social media analytics tools i.e. Google Analytics, Facebook Insights, Meltwater etc.
• Experience in monitoring brand mentions and sentiments analysis to address customer concerns/pain-points
• Social media platform knowledge (Facebook, Twitter, Instagram, Telegram, Linked- In, etc.)
• Experience in managing complex processes and procedures

About Us

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello family where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.

Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.

It’s a great place to work!

Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. 

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.