MTN Nigeria Co-ordinator – Service Fulfillment Abuja

Job Description

Reports To: Senior Manager – FTTH Service Fulfillment

Location : Nigeria

MTN Nigeria is a telecommunications company and a subsidiary of the South African multinational mobile telecommunications company MTN Group Limited. 

  • Background: MTN Nigeria is one of the largest telecommunications operators in Nigeria, providing a range of mobile communication services, including voice, data, and digital services.
  • Services : MTN Nigeria offers various services, including prepaid and postpaid mobile plans, data plans, mobile banking services, and other value-added services.
  • Network Coverage: The company has an extensive network coverage across Nigeria, serving millions of subscribers.
  • Mobile Money : MTN Nigeria operates a mobile money service known as “MTN Mobile Money,” allowing users to perform financial transactions through their mobile phones.
  • Corporate Social Responsibility : MTN Nigeria is involved in various corporate social responsibility initiatives, contributing to community development, education, and health projects.
  • Regulatory Compliance : As with other telecommunications companies, MTN Nigeria operates in compliance with the regulatory requirements set by the Nigerian Communications Commission (NCC) and other relevant authorities.

Division: Fixed Broadband


  • Fulfill Fibernet orders to customer satisfaction within Service Level Agreement (SLA) and acceptable service standards.
  • Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.


  • Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
  • Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
  • Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
  • Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
  • Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
  • Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
  • Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
  • Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
  • Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
  • Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.


  • First degree in Social Sciences, Engineering, or IT-related disciplines
  • Fluent in English


  • 3–7 years’ experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
  • Experience in customer service etiquette, sales/marketing, or a related function.
  • Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
  • Experience working in a medium organization.
  • Understanding MTN fiber broadband products is an added advantage.
  • Basic knowledge of FTTx technology and architecture is an added advantage.
  • Excellent organizing, time management, and problem-solving skills.


Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello family where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.

Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.

It’s a great place to work!

Take that bold step and apply today!

Eligible Females and People with Disabilities are encouraged to apply.

MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. 

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