MTN Cameroun is looking for a Representative Digital Transformation
Senior Representative, Digital Transformation
The Senior Representative offers routine operational backing to digital transformation efforts that boost the customer experience. This involves recording customer journeys, trying out tools, collecting feedback from end-users, and aiding with user training and content refreshes. The representative also contributes to performance reporting and steady improvement based on usage trends.
Responsibilities
• Support end-to-end documentation of customer journeys and use cases: Aid in charting and updating customer journeys for digital efforts. Confirm documentation is lucid, refreshed, and endorsed by business teams.
• Perform tool functionality testing and escalate bugs or design gaps: Join UAT and production testing. Log concerns with screenshots and plain descriptions for swift resolution by IT teams.
• Consolidate data and metrics from digital tools (web, app, chatbot, etc.): Draw reports from analytics tools and dashboards to observe usage trends. Assemble daily/weekly summaries of usage statistics and incidents.
• Contribute to the creation and dissemination of how-to guides and FAQs: Compose easy-to-use manuals and visual aids to bolster tool comprehension and independent learning among frontline users.
• Act as liaison between frontline users and technical teams: Seize operational hurdles or puzzlement voiced by users and help render them into technical inquiries or enhancement proposals.
• Participate in pilot and post-deployment sessions: Back deployment pursuits by ensuring readiness materials (guides, checklists) are distributed and by amassing live feedback from users.
• Maintain process flows and quick reference materials: Routinely scrutinize and refresh step-by-step process flows to mirror updates to systems or procedures.
• Prepare summary reports from customer feedback channels: Scrutinize verbatim feedback, chat logs, or survey comments to spotlight repeating troubles or surfacing customer demands.
• Collaborate with Customer Service teams to ensure alignment of tools with needs: Attend support team briefings and working sessions to comprehend frontline expectations and tool betterment possibilities.
Qualifications
Education:
• Bachelor's degree in Business Administration, IT, or Digital Service Management
Training:
• Orientation on digital platforms (e.g., CRM, chatbot)
• Basic reporting and dashboarding
• Fundamentals of CX and service automation
Experience:
• 1–2 years in customer service, operations, or digital support functions
• Experience in using or supporting CRM and service systems is a plus
Competencies
Functional Knowledge:
• Digital support and escalation procedures
• Familiarity with CX indicators
• Exposure to user testing and ticketing tools
• Data analytics
• API integration
• AI integration (ML, NLP, Gen AI)
• RPA & Automation
Skills:
• Good interpersonal communication
• Observation and feedback synthesis
• Structured documentation and issue reporting
• Chatbot design
Behavioural Qualities:
• Curious and proactive
• Quick learner and adaptable
• Reliable and accountable
All applications must be submitted ONLINE at: https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/…
Deadline: Apply Before 09/22/2026, 12:55 AM