Specialist - Network Customer

2 weeks ago


Durban, KwaZulu-Natal, South Africa MTN Nigeria Full time
Strategy Development

  • Provide input into network quality and coverage strategies
Network Quality & Coverage

  • Responsible for regional coordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage
  • Provide input on network quality and coverage improvement priorities across the network
  • Monitor and implement corrective and preventative measures as required
  • Investigate customer complaints for possible enhancements in network quality and coverage
  • Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes
  • Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality
  • Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
  • Identify key improvement areas based on customer feedback
  • Assist in designing processes to ensure quick customer complaint handling
  • Take responsibility for regional network quality & coverage issues, including:
  • Respond to all incoming coverage and network quality queries within set KPI period
  • Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data)
  • Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
  • Inform Network Coverage CS team/Customer via FLS
  • Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported
  • Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn
  • Oversee regional CE installation process from when WA is issued
  • Sign of Cell Extender installations once installation is completed
  • Ensure a communication platform with Regional SP's to sustain customer satisfaction & support with regards to Network Quality & Coverage.
  • Perform follow up test drives to ensure faults have been resolved as expected
  • Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration)
  • Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

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