Advisor – Call Center Job – MTN Uganda Limited

Job Title:   Advisor – Call Center (Fresher Job Opportunities)  

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: Team Leader – Call Center

 

About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

 

Key Duties and Responsibilities:  

• Attending to all escalated customer complaints and enquiries within the defined service parameters.
• Investigating all logged complaints and giving feedback to customers (via voice, SMS or Email) within the defined time frames.
• To ensure onward escalation of customer issues as deemed appropriate.
• To monitor escalated customer issues, ensuring follow up and timely closure of all completed cases on service desk.
• To process customer rebates or credits as necessary.
• Liaise with all departments regarding customer complaints, enquiries and faults, ensuring that feedback is given appropriately.
• To update note pad and service desk solutions’ box on all worked on tickets.
• To utilize appropriate CS systems, data bases, processes and procedures to support work as necessary.
• Attend to all customer/dealer complaints as may be approved by security department.
• Ensure that all approved top ups are done within defined parameters.
• To produce management reports as required.
• To attend to all customer issues escalated via e-mail within the defined time frames.
• To live the brand values in dealings with customers and colleagues.
• To undertake extra duties as deemed appropriate

Qualifications, Skills and Experience:

• The applicant for the MTN Uganda Limited Advisor – Call Center job must hold a Bachelor’s degree
• One to two years of experience in a customer center/call center environment
• Two years of technical background and IT exposure within a cellular environment.
• Customer interface, in person and or via the phone/ email
• Telecommunications industry trends.
• MTN Products and Services knowledge
• Communication skills.
• Telephone etiquette.
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
• Attention to detail.
• Team player.
• Can-do.
• Reliability
• Courteousness
• Helpfulness

 

Training:

• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence

 

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.

 

How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online

 

Click Here

 

Deadline: 27^th September 2022