Coordinator - HOME Experience.Customer Experience and Services

Education:

• 3 years university degree in Computer Science, Electronics, Telecommunications, or Business/Finance-related discipline.
• Certifications in Telecom, Digital Finance, or Customer Experience Management are an added advantage.

Experience:

• Minimum 3 years of experience in customer service or Marketing or technical support
• Experience in operational support for digital platforms
• Proven record in transversal collaboration and issue resolution
• Experience with dashboards, reporting tools, and data analysis
• Knowledge of mobile money platforms and customer lifecycle management

Training:

• Relevant Leadership & Functional training identified by the Company

Competencies:

Technical competencies and skill

• Customer Journey Mapping
• MTN Home Operations Management
• 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:

• Familiarity with MTN platforms & Ecosystem
• Complaint Management
• Third parties Management
• Customer Management
• MTN policies and procedures
• MTN products and services
• Computer literate

Skills:

• AI knowledge
• Financial Knowledge
• Data analytics
• Advanced Excel
• High level of customer retention and follow – through skills
• Attention to details
• Good Interpersonal skills, ability to listen and observe
• Flexibility and ability to handle stress
• Good planning and organization skills
• Excellent communication skills
• Conceptual Thinker
• Strong analytical skills
• Improvement Driver
• Results Achiever
• Operationally Astute
• Manage time
• Transversal management

As the Home Experience Coordinator, Design, GTM & Experience Monitoring, you will be responsible for overseeing all aspects of Home Internet services provided by the MTNC. The role is pivotal in ensuring high-quality service delivery, customer satisfaction, and grow revenue.

Operational Delivery:

• End-to-End Experience Oversight: Monitor MTN Home lifecycle from onboarding to usage, ensuring consistent and positive user experience.
• Customer Journey Optimization: Lead journey reviews and enhancements to ensure simplicity, accessibility, and delight.
• Experience-Driven Adoption: Implement strategies that promote adoption through education, engagement, and feedback loops.
• Cross-Functional Execution: Collaborate with training, support, product and GTM teams to standardize quality experience across touchpoints.