Senior Engineer, Customer Experience Bachelor Degree Job

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 onlinehttps://careers.9mobile.com.ng/OA_HTML/OA.jsp?page=/oracle/apps/irc/candidateSelfService/webui/VisVacDispPG&OAHP=IRC_EXT_SITE_VISITOR_APPL&OASF=IRC_VIS_VAC_DISPLAY&akRegionApplicationId=821&transactionid=317841749&retainAM=N&addBreadCrumb=RP&p_svid=4030&p_spid=80186&oapc=17&oas=YyO__cGJHwq4wgRVpNxdJw..

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