Customer Service Manager at MTN Nigeria

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 MTN Nigeria is a subsidiary of the MTN Group, a leading telecommunications provider in Africa. As the first GSM network to initiate a call after the landmark Nigerian GSM auction by the Nigerian Communications Commission in 2001, MTN Nigeria has continued to expand its commercial operations and deliver innovative telecom services nationwide.

Job Title: Customer Service Manager

Location: Ikeja, Lagos
Employment Type: Full Time
Qualification: BA/BSc/HND
Job Category: Customer Care

Position Overview

MTN Nigeria is seeking an experienced Customer Service Manager to join its team in Ikeja. This is a full-time, on-site role focused on driving service excellence and improving customer satisfaction across the organization.

The successful candidate will lead customer support teams, evaluate and optimize customer interaction processes, and implement improvement strategies to enhance service delivery. The role also involves fostering effective communication with clients and aligning customer service goals with overall business objectives.

Key Responsibilities

  • Lead and manage customer service teams to deliver exceptional support.

  • Analyze customer interactions to generate actionable insights.

  • Develop and execute strategies that elevate the customer experience.

  • Ensure consistent communication with clients and internal stakeholders.

  • Align service metrics, goals, and processes with organizational standards.

  • Resolve service-related issues and promote continuous improvement.

Requirements

  • Demonstrated expertise in Customer Service Management, Customer Satisfaction, and Customer Support.

  • Strong analytical ability to assess performance data and drive improvements.

  • Excellent written and verbal communication skills.

  • Proven experience in team leadership and conflict resolution.

  • Proficiency in customer relationship management (CRM) systems and tools.

  • Bachelor’s degree in Business Administration, Marketing, or a related field.

  • Previous managerial experience in customer service is a strong advantage.

How to Apply

Interested and qualified candidates should apply via MTN Nigeria’s official LinkedIn page.



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