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11 August 2016

Service Center Manager Job Opportunity - MTN-Uganda

Job Title:        Service Center Manager
Organization: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Service Centers Operations Manager

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

Job Summary: The Service Center Manager will cultivate a high sales and service culture to ensure customer satisfaction by providing unrivaled quality customer service to all MTN customers in line with the MTN Quality Seal (services, stock, store & staff). The incumbent will also coordinate the delivery of excellent, efficient & accurate service through effective leadership and management of the Service Centre advisors. He / she will also be tasked with financial and stock management 

Key Duties and Responsibilities: 
  • Cultivate a high sales and service culture to ensure customer satisfaction
  • Supervise a customer service team and provide efficient customer support
  • Maintain daily operations, planning and support at the Service Centre.
  • Develop and implement operational procedures and guidelines (PPPs)
  • Manage SLA’s and their related turnaround times
  • Problem resolution dealing with escalated issues
  • Prepare, propose and manage operating budgets
  • Carry out staff appraisals
  • Mentor and coach the team of advisors to ensure that they achieve their full potential
  • Liaise with related functions of the company to ensure stable and smooth operations of the Service Centre.
  • Ensure active leadership of the brand values in dealings with customers and colleagues.
  • Recommend training and development interventions and follow through to resolution
  • Quality Management by promoting the MTN Quality Seal (Services, Staff, Stock & services)
  • Develop motivational programs to keep morale and retention high.
  • Create and maintain an environment that encourages team development, embracing the principles of team work and self-improvement.

Qualifications, Skills and Experience: 
  • The applicant for the MTN Uganda Service Center Manager must hold a Bachelor’s Degree in a business related Field
  • At least two years’ experience in an area of specialization (service oriented customer environment); with experience in supervising others
  • He/she must have demonstrated skills in data technologies and sales
  • Previous experience working in a medium organization
  • More than two year’s driving experience using manual vehicles
  • Ability to speak English and a second local language.
  • People management, financial and stock management skills.
  • Good interpersonal and problem solving skills.
  • Show commitment to quality and high performance.
  • Resilience, self-motivation and flexibility.
  • Good Customer Care Principles & Techniques
  • Excellent stress management abilities                   
  • A strong business acumen
  • Good financial and planning skills
  • Highly developed coordinating Techniques
  • People management, financial and stock management skills.
  • Good interpersonal and problem solving skills.
  • Commitment to quality and high performance.
  • Highly resilient, self-motivated and flexible
  • Ability to work under minimum supervision
  • Ability to learn and unlearn.

NB: Please note that presentation of false academic documents and certification will lead to criminal prosecution.

How to Apply:
All suitably qualified and interested candidates should send their applications with detailed CVs, certified copies of certificates (originals are to be presented at the interview) and names and addresses of three referees to Recruitment Officer, MTN- Uganda, P.O. Box 24624, Kampala, (MTN Towers).

Deadline: 15th August, 2016 by 5:00 pm

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