August, 2010 – April 2012
On-line Customer Care Representative (contract)
Jos Call Centre, MTN Nigeria Ltd.
Aim:- Facilitate the work of a call centre agent in the achievement of MTN Call Centre objectives of obtaining and resolving MTN customer complaints end to end, delivering superior customer service and thus providing 1st class customer service and one call resolution
Responsibilities:- Providing first line support to my customers
Receiving and resolving Queries from customers via telephone
Providing customers with up to date information on MTN products and services.
Maximizing sales proceeds.
Improving of products visibility within the assigned zone.
Facilitating new business relationships and distribution outlets.
Getting feedback from consumers to organisation.
Conducting market surveys.
Recruitment and supervision of activities of adhoc field staff.
Compilation of incidental and periodical reports.
Supervision of customer care and services.
Sales and cash management.
Supervision and monitoring of the market developers(MD)on the field by visiting and proper execution of all outlet types.
Daily on the job training of MDs on activating new outlets.
Fortnightly visit to each sub-route.
Ensuring that MDs collect orders and the strategic distribution partners (SDP) delivers the orders.
Managing the SDPs for customers by ensuring proper documentation of all zain transactions.
Franchise weekly/monthly reports.
Service quality management
All Administrative duties.
Recruitment,screening and Training of Field staff.
Supervision and monitoring of field staff.
Data collection,collation and analysis.
Preparation of project logistics,summaries/reports.