Job Title: Officer – Regional Technical NC
Company: MTN Nigeria Communications Plc
Location: Maitama, Abuja, FCT, Nigeria
Employment Type: Full-time
MTN Nigeria Communications Plc is a leading telecommunications company providing mobile communication, digital and connectivity solutions across Nigeria. Through its Customer Relations and Experience division, the company focuses on delivering reliable customer support, resolving service issues and improving customer satisfaction.
MTN Nigeria promotes a workplace culture built around collaboration, innovation, continuous improvement and employee development. The company is committed to delivering a bold new digital world to Nigeria and Nigerians.
Job Summary
MTN Nigeria is seeking a qualified and experienced Officer – Regional Technical NC to join its Customer Relations and Experience division in Abuja. The successful candidate will provide technical support to customers, resolve device and service-related complaints, and ensure timely handling of technical escalations across the North Central region.
The role involves troubleshooting mobile devices, supporting warranty repairs, resolving network and billing complaints, managing customer escalations and providing after-sales support to improve customer satisfaction and strengthen the MTN brand.
Key Responsibilities
- Handle customer requests relating to software installation and configuration.
- Manage incident escalation processes in line with established policies and procedures.
- Collect and schedule customer phones and other devices for warranty repairs.
- Investigate and resolve technical complaints relating to network coverage, billing, data services, devices and value-added services.
- Improve customer satisfaction through prompt responses, consistent communication and effective complaint resolution.
- Escalate unresolved cases to relevant support teams when necessary.
- Manage regional customer complaints and minimise referrals to external complaint-handling bodies.
- Support the implementation of procedures aimed at reducing complaint resolution time.
- Ensure full compliance with Return Materials Authorisation (RMA) procedures.
- Provide technical support for FlyX, FibreX and Broadband customer journeys.
- Share technical knowledge and ensure prompt resolution of technical escalations.
- Coordinate regional escalations by engaging relevant internal support teams.
- Identify problematic invoices and notify the billing division for appropriate action.
- Identify opportunities during customer interactions to recommend suitable solutions that support revenue growth and improve customer experience.
- Provide on-the-spot and after-sales support to customers and stakeholders.
- Lead and manage special projects across the assigned region.
- Train and coach customers and relevant personnel on new products, processes and devices.
- Manage cash transactions accurately, ensuring proper payment processing and compliance with company standards.
Qualifications and Requirements
- Bachelor’s degree in any relevant discipline.
- Fluency in English.
Required Skills and Experience
- 3–7 years of relevant professional experience.
- Experience working collaboratively with others.
- Experience working in a medium-sized organisation.
- Experience in a call centre environment, particularly in customer care, retention and churn management.
- Practical experience troubleshooting and resolving common issues involving smartphones, tablets, modems and routers.
- Strong technical troubleshooting and problem-solving abilities.
- Excellent customer service and complaint management skills.
- Good communication, interpersonal and stakeholder management skills.
- Ability to manage technical escalations and resolve customer issues promptly.
How to Apply
Interested and qualified candidates should apply online through the MTN Nigeria recruitment portal.
Application Closing Date: 17 November 2026.
Note: Eligible females and persons with disabilities are encouraged to apply. MTN Nigeria does not charge applicants any fees at any stage of its recruitment process. Candidates should beware of fraudulent recruitment offers.