Coordinator - Customer Queries.Technology Information at MTN

Job Description

• Responsible for managing and coordinating customer queries which cannot be resolved by Customer Operations:
• Technical or sophisticated queries related to the following will be resolved by the CSQueries team:

Voice

• Making and Receiving Calls
• Airtime
• Calls/ Dualcall/Twincall
• CLI
• Call Dispute
• Voicemail Setup
• Voicemail and Videomail
• Missing Minutes
• MTN Zone
• Voice Call International
• Voice Call Local
• Voice Roaming
• Magic Voice
• Extra Tim

Messaging

• SMS Setup
• Callback
• MMS
• Missed Call
• MTN Banking
• Recharge
• SMS Bundles
• SMS International
• USSD
• MessageMe
• Voicemail-Lite
• Email
• Data
• Data Usage Dispute
• Data Usage vs Charge Validation
• Adhoc Bundle
• APN Queries
• Network Connections & Setup - Prepaid/Hybrid
• WASP Services USSD (Content Charges)
• Internet Connection and Setup
• Data Connection Issues
• Data Speed Issues
• WAP
• WIG
• Video Call
• Job Requirements

Education:   

• Matric plus minimum Tertiary IT Qualifications, any CISCO Network knowledge or some Qualifications will be an added advantage
• Customer Service Management
• ITIL foundation

Experience:

• 3 years Telco experience, especially within subscriber packages space
• Experience interfacing with multiple business units
• Working Experience with ITIL Processes and practices