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Coordinator Customer Service Assurance
MTN EXTERNAL CAREER SITE · Douala, Littoral, Cameroon
About The Role
- Define and formalize Customer Service Assurance standards related to the assigned scope
- Make the framework approved and conduct socialization and adoption
- Manage Problems E2E, from Loggin to resolution till closure
- Manage continuous improvement portfolio related to the assigned scope
- Conduct Y’elloX Certification of selected initiatives and other certifications that may come in the scope like COPC certification etc
- Conduct the review and alignment of new initiatives (Products/ services/ Channels/ 3 rd Parties) to Y’elloX Certification requirements, from the requirements to the Go to Market
- Provide portfolio visibility to relevant stakeholders
- Engage related stakeholders to perform impact assessment of certification scope and ensure the effectiveness.
- Minimum of 5 years’ experience in either Customer Service Operations / IT Support/ Digital Transformation /Knowledge management/ customer back-office functions, product management, project management, audits, quality management, or similar domains, of which at least 3 years are within Telecommunication or Banking sector.
- Experience in engaging with frontline including Service centers, Branded stores, Call center and also with telco products & services and Channels.
- Experience of supporting teams at supervisory/managerial level in a medium to large organization.
- Experience in procedural documentation and implementation is advantageous.
- Experience in Customer Experience domain is a plus
- Understanding of the telecom industry or relevant sectors, including familiarity with key performance indicators (KPIs) and revenue drivers
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