Mission/ Core purpose of the Job
Operates within Customer Experience and Operations/CXO and is responsible for all
MTN second line support across touchpoints that are related (but not limited to)
MTN products & services, billing & account management, credit control, collections,
sales, partner & channel support, customer retentions, MNP, Network & Coverage,
fraud, device & technical enquiries, etc. Their purpose includes:
- To provide world-class second line support to all-customer touchpoints
- To respond to inbound calls, outbound service campaigns, managing all
tickets/cases/emails received end-to-end
- To provide feedback to both the customer and the originating front-line
team/agent