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Job Description As A CSR DEEJAY

The document outlines a job description focused on customer support, leadership, and service improvement within a telecom company. Key responsibilities include resolving customer issues, mentoring junior staff, managing escalations, and enhancing service processes. Additionally, the role emphasizes communication, compliance with regulations, and multichannel support expertise to improve customer engagement and satisfaction.

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promisenwachukwu96
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26 views2 pages

Job Description As A CSR DEEJAY

The document outlines a job description focused on customer support, leadership, and service improvement within a telecom company. Key responsibilities include resolving customer issues, mentoring junior staff, managing escalations, and enhancing service processes. Additionally, the role emphasizes communication, compliance with regulations, and multichannel support expertise to improve customer engagement and satisfaction.

Uploaded by

promisenwachukwu96
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Job Description and Scope

1. Customer Support and Issue Resolution

Handled high-volume inbound and outbound calls, chats, and emails from diverse customer segments
across Nigeria.

Resolved complex customer issues related to SIM services, data/airtime, network connectivity, billing,
and value-added services (VAS).

Delivered prompt and accurate solutions, consistently achieving First Call Resolution (FCR) and high
Customer Satisfaction (CSAT) scores.

2. Leadership and Mentorship

Provided on-the-job coaching and mentoring to junior representatives to improve service delivery and
team performance.

Assisted team leaders in monitoring KPIs and providing feedback during performance reviews.

3. Escalation Management

Acted as the escalation point for unresolved issues, ensuring speedy resolution and follow-up with
internal departments.

Liaised with technical teams, sales, and back-office operations to streamline issue resolution and
customer experience.

4. Service Process Improvement

Identified recurring customer pain points and recommended process improvements to enhance service
delivery.

Participated in user acceptance testing (UAT) for new CRM tools and customer engagement platforms.

5. Communication and Relationship Building

Fostered positive relationships with customers through empathy, professionalism, and strong
communication skills.

Proactively educated customers on MTN’s products, services, and digital platforms to reduce churn and
improve engagement.

6. Reporting and Analytics


Compiled and analyzed customer feedback and call center metrics to support data-driven decision-
making.

Delivered periodic reports on service performance, complaint trends, and suggestions for business
optimization.

7. Compliance and Policy Adherence

Ensured all interactions complied with MTN’s internal policies, NCC regulations, and data protection
standards.

Stayed updated with telecom regulatory policies and ensured full compliance in service delivery.

8. Multichannel Support Expertise

Supported customers across multiple platforms, including IVR, mobile app, social media, and USSD.

Played a key role in transitioning customers to self-service options, enhancing digital service adoption.

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