Analyst: Home Customer Service Experience

Job description

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Analyst: Home Customer Service Experience
Under the supervision of the Manager Home Operations, below are the Key Job Responsibilities;

Formulate and implement the Home Customer Service strategy aligned with the Opco’s overall Home Business objectives;
Establish and maintain service-level agreements (SLAs) with internal and external partners to drive operational excellence;
Drive Voice of Customer (VoC) programs, ensuring insights are embedded into home product, service, and experience design;
Establish customer service frameworks and KPIs to consistently measure, monitor, and improve service quality;
Conduct market research, analyse trends identifying opportunities for innovation to enhance self-service adoption and reduce reliance on traditional channels;
Identify and implement process improvement initiatives to optimize customer service workflows;
Regularly benchmark performance against industry best practices to ensure competitive advantage;
Monitor, analyse, and report on key service KPIs  such as Net Promoter Score (NPS), identifying insights to drive continuous service improvements;
Implement and manage an efficient escalation framework to ensure swift resolution of complex customer issues, safeguarding brand reputation and enhancing customer trust;
Collaborate closely with Home Field Service deployment and maintenance teams to optimize customer installation, service provisioning, maintenance, and fault resolution processes, ensuring minimal service disruptions and improved service turnaround times across Opco;
Ensure compliance with all opco regulatory requirements, internal governance frameworks, and customer data protection policies across all Home Customer Service operations;
Conduct regular audits and service assurance checks on home customer interactions, processes, and service delivery to uphold high standards of service quality and regulatory compliance;
Manage relationships with outsourced service providers, setting clear performance expectations through robust SLAs and continuously monitoring vendor performance against agreed KPIs;;
Champion the adoption of digital support platforms, such as AI-driven chatbots, enhanced IVR systems, and self-service portals, to deliver faster, more personalized, and scalable home customer service solutions;
Act as the senior escalation point during service incidents impacting opco home customers, coordinating internal and external stakeholders to ensure rapid root-cause resolution and proactive customer communication;
Supervise the execution of customer retention initiatives through proactive service recovery programs, loyalty reinforcement activities, and the design of differentiated customer care propositions;
Conduct regular status meetings, providing updates to stakeholders and addressing any concerns;
Provide input in strategic meetings when required;
Offer input for proposals related to changes in initiatives, policies, or procedures that could impact home customer delivery or service standards;
Manage and resolve escalations that have impact on critical path of service delivery;
Escalate issues that will result in significant delays, scope changes, employee/customer or cost impact if not resolved;
Monitor opco home performance against agreed KPIs and their compliance to SLAs and reverse SLAs
Ensure execution in alignment with divisional strategy;
Continuous performance monitoring and adjust strategy and actions to deliver targets;
Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organization
Report on an ad hoc basis on specific projects, as required
Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements

Grade 12 Certificate with 5 credits or better of which English and Mathematics are a must;
Minimum of a 4-year tertiary qualification in Business Administration, Marketing, Telecommunications, or equivalent;
A minimum of 3 years of relevant work experience in Customer life cycle management, Customer Experience, preferably within the telecom, broadband/Home services or a related industry;
Proven experience in managing customer service teams for home broadband, focusing on issue resolution, onboarding support, and proactive service communication to enhance customer satisfaction and retention;
Hands-on experience implementing service quality standards, customer retention KPIs, and escalation protocols tailored to home services such as FTTH, FWA, and Wi-Fi troubleshooting;
Deep knowledge and experience in leading customer service transformation initiatives, including digital channel adoption;
Demonstrated experience with CRM platforms and customer support tools to enhance service tracking and responsiveness;
Exposure to working across diverse cultures and geographies, particularly in emerging markets, is an advantage.

To apply, please email your cover letter, CV, and copies of your qualifications to jobs.ZM@mtn.com. Ensure the subject line includes the title of the position you are applying for.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

•       Lead with Care

•       Can-do with Integrity

•       Collaborate with Agility

•       Serve with Respect

•       Act with Inclusion

Hand delivered applications will not be accepted. The closing date for accepting applications is August 14, 2025.

Note: that only shortlisted candidates will be contacted.