Senior Engineer, Customer Experience at 9mobile Nigeria

Job Expired

Job Title: Senior Engineer, Customer Experience

Job ID: IRC4030
Location: Abuja
Job Type: Full Time

Job Summary

  • Handling customer complaints, support activities to improve customer experience management and reduce churn.

Principal Functions

  • Complaints demarcation
  • Resolution of customer experience complaints
  • Ensuring first call resolution of customer complaints
  • Key Quality Indicators (KQI) monitoring
  • Handling proactive customer-centric network performance improvement
  • Predictive maintenance using data analytics to improve customer experience
  • Tracking and improving Average handling time (AHT), Mean time to demarcate (MTD), time to recovery (TTR) for customer/subscriber incidents
  • Customer insight and VIP monitoring
  • Creation and generation of applicable CEM dashboards
  • Generation of customer complaints handling report
  • Perform other duties as assigned by the Head, NOC & BSS

Educational Requirements

  • First Degree or equivalent in Electrical or Computer Engineering or relevant discipline
  • Four (4) to six (6) years post NYSC work experience
  • RF optimization experience

Experience, Skills & Competencies
Knowledge:

  • Network availability and capacity management
  • Network administration
  • Network operations and maintenance
  • Radio Frequency coverage and capacity optimization
  • Network key performance indicator analysis

Skills:

  • Communication
  • Analytical
  • Reconciliation
  • Problem Solving
  • Presentation

Behavior:

  • Passion for Excellence
  • Integrity
  • Empowering people
  • Growing people
  • Teamwork
  • Customer Focus.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Do you know a quality CV can help you get a good job? Let's write for you

Need more jobs like this?

Subscribe to Free Job Alerts!

Get access to High-paying jobs near you. Remember information is power!

Note: For email based Applications. To ensure you get a swift response from the Employer, kindly Email the employer, using preferrably a 'Gmail', then follow the instructions on 'How to Apply' section above. Jobmulla wishes you Good Luck
  • This job has expired!

Leave your thoughts

Share this job
Company Information
  • Total Jobs 18 Jobs
  • Full Address Ikoyi Lagos, Nigeria
close