Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 3 - 7 years
Location: Lagos
City: Ikoyi
Job Field: Customer Care

Job Identification: 5814

Mission

Optimize the customer experience by leveraging data-driven insights from customer feedback.
Support the continuous improvement of customer care delivery and business processes through systematic analysis of customer feedback and NPS data.
Collaborate with stakeholders to effectively deploy critical tools and processes, bridge gaps in the customer experience, and contribute to the implementation of key priorities for long-term success in MTN Nigeria's customer relations.

Description

* Create content, articles, FAQs and communication to support frontline service delivery
* Translate CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs)
* Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
* Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets.
* Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
* Identify and document recurring customer and frontline pain points using feedback, insights and service trend analysis.
* Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability etc
* Conduct daily, weekly or as the need arises audits of the Enterprise Knowledge Management system ensuring there are no obsolete information
* Liaise with Marketing, Digital, Enterprise, FBB, IT, and other relevant stakeholders to ensure timely product updates/ service information across all customers interactive channels
* Maintain and continuously improve internal and external knowledge bases to align to current business reality
* Monitor usage metrics, content effectiveness, and adoption rates to identify knowledge gaps and recommend continuous improvements.
* Measure and evaluate effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party
* Ensure knowledge management practices comply with company policies, industry regulations, and data security requirements.
* Participate in the enhancement of AI chatbots, ensuring customer perspective is in consideration during content creation and across other applicable channels
* Stay updated on global best practices in knowledge management and implement innovative approaches to improve service delivery within the division and across similar commercial areas ie. Enterprise Business, FBB etc.

Project Participation
Participate in UAT for Knowledge related assets.

Requirements
Education:

* First Degree in any relevant discipline
* Fluent in English.

Experience:
3–7 years’ experience, which includes

* Minimum of 3 years’ experience in an area of specialization; with experience working with others
* Experience in design thinking & project management
* Experience in content development using Adobe creative cloud suites
* Experience working in a medium organization.
* Experience in Customer Care and Management
* Business writing/reporting
* Experience in the use of process mapping & documentation e.g. Visio