Customer Support Analyst at MTN Nigeria

Mission:

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

Description:

• 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.
• 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.
• 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.

Education:

• Bachelor's degree in a relevant field (e.g., business, finance, or customer service) or equivalent work experience.
• Relevant postgraduate education as an advantage

Experience:

• A minimum of 3 to 7 years’ experience in customer support in a financial role is required.
• Proven experience in a customer service role, preferably within the financial industry.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• 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.
• 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.