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Description de l'emploi
Chez MTN Cameroun, nous sommes une organisation axée sur un objectif et des
valeurs.
Chez MTN Cameroun, nous pensons que comprendre les besoins et les aspirations
de nos collaborateurs est essentiel pour créer des expériences qui vous
enchantent au travail, chaque jour. Nous nous engageons à favoriser un
environnement où chaque membre de notre famille Y'ello est entendu, compris et
habilité à vivre une vie inspirée. Nos valeurs nous permettent de garder les
pieds sur terre et d'avancer dans la bonne direction. Plus important encore,
elles nous permettent de rester honnêtes. Ce n'est pas quelque chose que nous
prétendons être. C'est dans notre ADN.
En tant qu'organisation, nous considérons qu'il est de notre devoir de créer
un lieu de travail passionnant et enrichissant, où nos employés peuvent être
eux-mêmes, s'épanouir de manière positive et exploiter pleinement leur
potentiel. Un lieu de travail qui stimule la créativité et l'innovation,
améliore la productivité et, en fin de compte, génère des résultats
significatifs. Un lieu de travail qui repose sur les relations et sur la
réalisation d'un objectif qui nous dépasse. C'est ce que nous voulons que vous
viviez avec nous !
Nos engagements vont au-delà d’une simple promesse organisationnelle. Notre
philosophie de leadership et de gestion consiste à établir des partenariats
constructifs avec nos employés, nos clients et nos parties prenantes, dans le
but de réaliser nos objectifs communs.
Postes ouverts :
Responsibilities
- Customer Experience & Service Quality
- Ensure the effectiveness of the “one-stop-shop” concept by ensuring each Service Centre staff can welcome, educate, assist customers, and sell all MTN products and services.
- Ensure an NPS score of 9–10 by providing feedback to staff and implementing corrective actions to enhance service quality.
- Ensure all staff display the right attitude and professionalism towards customers as per MTN policy and CRM flow.
- Call back (via SMS/email) unsatisfied customers daily to reassure, apologize, or provide feedback to improve satisfaction and NPS.
- Handle escalated or sensitive customer issues in a timely and efficient manner to maintain trust and loyalty.
- Conduct customer feedback reviews and service quality assessments to identify improvement opportunities.
- Team Development & Knowledge Management
- Ensure all Service Centre staff are fully knowledgeable on MTN products and services.
- Guarantee timely and appropriate training on new and existing products and services.
- Monitor product and service knowledge assessment results and organize refresher sessions as required.
- Ensure staff are properly trained to assist customers in device configuration, troubleshooting, and digital tools.
- Motivate and coach the team to maintain high morale, discipline, and customer focus.
- Organize internal staff challenges, events, and motivational activities to build team spirit and engagement.
- Monitor daily, weekly, and monthly sales performance and implement corrective actions when necessary.
- Ensure all MTN products and services are available, well displayed, and safely managed.
- Drive cross-selling and upselling of digital and financial services (e.g., MoMo, MyMTN App).
- Reconcile daily stock and sales for each SCR and the Service Centre as a whole.
- Provide monthly reconciliation reports to Finance detailing stock, cash deposits, and reconciliation gaps.
- Conduct necessary checks and investigations to justify and correct reconciliation variances.
- Ensure the Service Centre’s security, safety, and compliance with company procedures (alarm systems, guards, safe handling, money transfer policies).
- Ensure all facilities and equipment (air conditioning, lighting, generators, doors, furniture, etc.) are functional and report issues promptly to the Facilities Unit.
- Maintain the overall cleanliness and hygiene of the Service Centre through regular spot checks and agency supervision.
- Liaise with the Marketing team to ensure updated and compliant branding, visual identity, and promotional materials.
- Ensure all Service Centre operations strictly comply with NSC policies and procedures.
- Provide daily, weekly, and monthly reports on Service Centre activities, performance, and key issues
Qualifications
Education:
- Bachelor’s degree in business administration, Marketing, Management, communication, sales, Social Sciences or any other relevant field or related field.
- Minimum of 2 to 3 years of experience in retail, customer service, or sales supervision...
- Certifications in Telecom, Digital Finance, or Customer Experience Management are an added advantage
Experience:
- Minimum of 2 years’ Experience at least 3 years are in Telecommunications, FMCG, Retail, Sales or Banking Industries
- Minimum of 1 year in Team Management
- Experience in stock management
- Experience in a customer centric environment would be an advantage
- Experience in a telecommunications environment would be an advantage
- Experience in an ICT environment would be an advantageTraining
- Relevant Leadership & Functional training identified by the Company
Competencies:
Technical competencies and skill
- Customer Journey Mapping
- VOC & NPS Interpretation
- Operational KPI Monitoring
- Cross-Channel Coordination
- Advanced Excel and Data Interpretation
- User Experience Testing
- Complaint Trend Analysis
- Digital Literacy
- Onboarding Flow Optimization
Functional Knowledge:
- MTN Products & Services
- Best practice customer service principles
- MTN systems (relevant to customer management)
- MTNC Service Center relevant policies, processes and procedures
- Bilingual (English/French) ;
- Computer literate (Package MS Office).
- MTN environment / Organizational structure
- Principles and methods for showing, promoting and selling products and services
- People Management and Coaching
- Computer literate (Package MS Office).
- Reporting and performance analysis
Skills
- Problem solver & decision skills
- Strong organizational skills
- Alert to environment changes and trends
- Analytical Thinker and Attention to details
- Results Achiever
- Operationally Astute
- Ability to motivate and train
- Leadership & Coaching aptitude
- Active Listening
- Effective Communication skills
- Ability to work under pressure
- Good verbal and written communication skills
- Individual must be flexible and be able to work nights, weekends, and publics Holidays
Postuler avant 02/01/2025, 23h59
All applications must be submitted ONLINE
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