Senior Representative, Digital Transformation
Senior Representative, Digital Transformation
- 1 Vacancy
- 305 Views
Employee type
Full-TimePosition
Experienced Professional
Offer Salary
Negotiable
For Freelance
No
Application deadline
Sep 22, 2026
Job Description
The Senior Representative provides day-to-day operational support to digital transformation initiatives that enhance the customer experience. This includes documentation of customer journeys, testing of tools, capturing feedback from end-users, and assisting with user training and content updates. The representative also contributes to performance reporting & continuous improvement based on trends
Apply Before
09/22/2026, 01:55 AM
Degree Level
Bachelor's Degree
Job Schedule
Full time
Locations
MTN Cameroon
Responsibilities
- Support end-to-end documentation of customer journeys and use cases: Assist in mapping and maintaining customer journeys for digital initiatives. Ensure documentation is clear, updated, and validated by business teams.
- Perform tool functionality testing and escalate bugs or design gaps: Participate in UAT and production testing. Document issues with screenshots and clear descriptions for timely resolution by IT teams.
- Consolidate data and metrics from digital tools (web, app, chatbot, etc.): Pull reports from analytics tools and dashboards to monitor usage trends. Compile daily/weekly summaries of usage statistics and incidents.
- Contribute to the creation and dissemination of how-to guides and FAQs: Draft user-friendly manuals and visual aids to support tool understanding and self-learning among frontline users.
- Act as liaison between frontline users and technical teams: Capture operational challenges or confusion raised by users and help translate them into technical queries or improvement suggestions.
- Participate in pilot and post-deployment sessions: Support deployment activities by ensuring readiness materials (guides, checklists) are shared and by collecting live feedback from users.
- Maintain process flows and quick reference materials: Regularly review and update step-by-step process flows to reflect updates to systems or procedures.
- Prepare summary reports from customer feedback channels: Analyze verbatim feedback, chat logs, or survey comments to highlight recurring issues or emerging customer needs.
- Collaborate with Customer Service teams to ensure alignment of tools with needs: Attend support team briefings and working sessions to understand frontline expectations and tool improvement opportunities.
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
Skills
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Job Overview
-
Location
360, Rue Drouot, Akwa Douala, Douala, Littoral, Cameroon
-
Offered Salary
Negotiable
-
Qualification
Experienced Professional
-
Functional Area
Administration
-
Degree Level
Bachelors
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Industry
IT & Software , Tele-communications , Information Technology (IT) , Administration -
Date Posted
1 month ago
-
Apply Before
Sep 22, 2026
MTN Cameroon
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Website
mtn.cm -
Location
360, Rue Drouot, Akwa Douala, Douala, Littoral, Cameroon
