Senior Engineer, Customer Experience at 9mobile Nigeria

Posted 1 month ago

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

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

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Job Features

Job CategorySenior Engineer

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