Agent - Customer Back Office Support

5 days ago


Johannesburg, South Africa MTN Nigeria Full time

Operates within Customer Experience and Operations/CXO and is responsible for all

MTN second line support across touchpoints that are related (but not limited to)

MTN products & services, billing & account management, credit control, collections,

sales, partner & channel support, customer retentions, MNP, Network & Coverage,

fraud, device & technical enquiries, etc.

Their purpose includes:

- To provide world-class second line support to all-customer touchpoints
- To respond to inbound calls, outbound service campaigns, managing all
- To provide feedback to both the customer and the originating front-line

team/agent

Improved quality of customer support and service provided - Customer sentiment conversion and increased customer retention - Improved communication and connection with customers - Improved efficiency and effectiveness with handling queries and resolving problems - Enhanced prioritisation of customer experience and brand perception - Increased profit generation



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