| Job Title | Customer Relationship Officer x2 (Research and Digital Media) |
| Job Description | • Participate in the
implementation of the back office and complains operational plans • Adherence to all defined operational guidelines • Participate in the implementation of Frontline Empowerment Business initiatives • Conduct research on MTN products/services in comparison to competition • Conduct research on new and emerging technology within the digital space • Development of content on the Enterprise knowledge management system in different formats graphics, videos etc • constant review of the knowledge base in line with changing business requirements • Research on root causes of top customer challenges and translate into knowledge management content development for frontline and customer empowerment • Collaborate with Segment management to develop customised educational content for customer education • Participate in UAT of MTN products and services • Develop content for the self- service campaign and initiatives • Develop guided help to support the self- Service adoption on complex customer issues • Project Management • Process mapping and documentation • Provide support to the frontline on the use of Enterprise Knowledge Management System • Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements • Manage the end to end authoring process on the knowledge management system • Develop scripts for content development |
| Job Condition | • Normal MTNN working conditions • May be required to work extended hours |
| Experience & Training | Experience: 4 years relevant work experience of which 2 years in a digital media related experience • Adobe CS5&6, CC. Particularly (Photoshop & Fireworks, Flash, after effect, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3D Max, Cinema 4D & Maya, Premier Pro is critical • Experience in the use of visio for process mapping & documentation • Experience in Content development Training: • Business Activity Modelling • Stakeholder’s Management • Report Writing • Business Intelligence • CRM/Agility • Crisis Management • People & Performance Management • Total Quality Management |
| Minimum qualification | BSc |
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