MTN Customer Service Jobs in Accra
✅ Job Alerts Activated
You'll now receive future job opportunities instantly.
Thinking about applying?
Before you submit your application, take a moment to go through all the details carefully.
Scroll down to read the full job description, including responsibilities, requirements, and benefits — and see if it’s the right fit for you.
Job Summary
Lead in providing superior first- and second-line support to all customers of products and services from the Enterprise Business Division.
Job Context
- Dynamic and highly competitive telecommunication & ICT industry
- Evolving technology era
- Multi-regulated environment
- Environmental, social and governance prioritised
- Regionalisation structure implications
- Multinational environment – Technology Group best practices
- Continuous Infrastructural expansion
- Performance-driven environment
- Diverse cultural environment
- Partnerships
Job Role
- Support the development, review, and enhancement of policies and procedures that promote customer intimacy and ensure a consistently exceptional experience for Enterprise customers.
- Supervising regular engagement and communication with key accounts to ensure satisfaction and alignment with business needs.
ADVERTISEMENT - CONTINUE READING BELOW ↓
CONTINUE BELOW ↓
- Monitoring and enforcing schedules for customer contact through phone, email, and on-site visits.
- Ensuring customers are informed about new or enhanced products and services.
- Build and maintain high-level relationships with Enterprise customers, ensuring long-term retention and value generation.
- Manage the administration of customer surveys and feedback mechanisms, analyzing data to identify trends, issues, and opportunities for improvement.
- Ensure delivery of a superior multi-channel customer experience, guiding the team to maintain service excellence across all interaction points.
- Oversee complaint and incident management processes, including handling escalations and ensuring prompt, accurate resolution and feedback to customers.
- Monitor and enforce escalation procedures, ensuring that all customer concerns are addressed efficiently and within SLA timelines.
- Work with CVM Lead in the design and implementation of Customer Value Management (CVM) programs, ensuring alignment with enterprise customer needs and business objectives.
- Collaborate with the Sales team to drive upselling and cross-selling initiatives, leveraging customer insights to identify growth opportunities.
Requirements
Education
- Minimum of a University Degree in Business Studies, Computer Science, Information systems or equivalent.
Experience
- Minimum of 3 years’ relevant experience in a similar role.
Competencies
Professional/Technical Competencies:
- Basic data analytics
- In-depth knowledge of the market and industry
- Understanding of technology and services
- Knowledge of standard office practices and procedures
- Strong knowledge in the Management of Customers
- Commitment to customer satisfaction and superior service delivery
- Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, PowerPoint).
Must live by the MTN Values of
- Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion
Must exhibit the MTN Vital Behaviours of
- Complete Candour, Complete Accountability, Active Collaboration & Get it done.
ADVERTISEMENT - CONTINUE READING BELOW ↓
CONTINUE BELOW ↓
👉 STOP: Ready to Apply?
Don't miss out on this opportunity! Carefully review the job details one last time. Once you're ready, scroll down to the bottom of this page to access the How to apply button.
Hurry—applications for this cycle are closing soon!← View More Customer Service Jobs
✅ Call Centre Agent: Inbound - Plato Consult Limited