Mission
Ensure timely and satisfactory fulfillment of Fibrenet orders within the agreed Service Level Agreement (SLA) and quality standards. Efficiently coordinate key stakeholders and operational processes to achieve fulfillment targets and drive the expansion of Fiber-to-the-Home (FTTH) services.
Role Overview
- Monitor new job orders (JOs) on the DCLM platform, assign them to appropriate home connection (HC) partners, and oversee their execution in alignment with Standard Operating Procedures (SOP), SLA, customer service guidelines, and organizational standards.
- Address and resolve operational challenges faced by HC partners during home connection visits and installations.
- Track material usage, including ONT devices and accessories, to prevent stock shortages that could impact service delivery.
- Ensure successful activation of customer ONTs and transfer completed job orders to designated customer service teams for onboarding.
- Maintain accurate and timely updates in the service fulfillment BSS system (DCLM) to ensure data consistency and reliability.
- Manage customer interactions effectively to mitigate service delays, prevent negative feedback on social media, and maintain brand reputation.
- Supervise HC vendors’ field operations, particularly drop cabling activities, customer interactions, and inventory tracking to prevent supply shortages.
- Serve as a customer advocate throughout the service fulfillment process by providing consistent and transparent communication.
- Develop feedback mechanisms to enhance operational efficiency and promote a standardized service culture.
- Foster collaboration with ecosystem partners to enhance field team skills, improve service standards, and strengthen brand awareness.
Qualifications
- A bachelor’s degree in Social Sciences, Engineering, or an IT-related field.
- Proficiency in English.
Experience
- 3–7 years of experience in service fulfillment within telecommunications, e-commerce, or financial services.
- Background in customer service, sales, or marketing.
- Competency in Microsoft Office applications (Word, PowerPoint, and Excel).
- Experience working in a medium-sized organization.
- Familiarity with MTN fiber broadband products is an advantage.
- Basic knowledge of FTTx technology and architecture is a plus.
- Strong organizational, time management, and problem-solving skills.
About Us
At MTN Nigeria Communications Plc, we are a purpose-driven organization committed to creating an inspiring and empowering workplace. We recognize that understanding our people’s aspirations is key to fostering a positive and fulfilling work environment.
Our values define who we are and guide our actions. We don’t just claim to uphold these values—they are embedded in our culture and daily interactions.
We strive to create a workplace that nurtures creativity, innovation, and productivity, where every employee can reach their full potential. Our goal is to build meaningful relationships, drive impactful results, and work towards a mission that extends beyond individual achievements.
We believe in meaningful partnerships—with employees, customers, and stakeholders—aimed at achieving shared success.
Are you ready to contribute to shaping Nigeria’s digital future?
Join MTN Nigeria and become part of the Y’ello family, where people are our most valuable asset.
If you’re looking for an organization that values your growth and empowers you to make a difference, this is the place for you.
Our Employee Value Proposition supports you in working with purpose, developing meaningful connections, thriving in a positive work culture, and growing holistically.
Why Work with Us?
- A dynamic and rewarding work environment.
- Opportunities for professional and personal growth.
- A culture that values diversity, inclusivity, and innovation.
Take the next step—apply today!
Note:
- We encourage applications from qualified women and individuals with disabilities.
- MTN Nigeria does not request payment at any stage of the recruitment process.
- To report recruitment fraud, contact: MTNN.ForensicServices@mtn.com
- HOW TO 👇 APPLY
- Click HERE to apply
