The Ugandan Jobline

Job Title:   Third Party Representative – Call Center Home Broadband (Several Call Centre Advisor Jobs)   

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: Team Leader – Customer Operations

About US:

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

Job Summary:   The Call Centre Advisor will Attend to all escalated home broadband customer complaints and enquiries within the defined service parameters.

Key Duties and Responsibilities:

• Attend to all escalated home broadband customer complaints and enquiries within the defined service parameters.
• Investigate 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 utilize appropriate CS systems, data bases, processes and procedures to support work as necessary.
• To produce management reports as required.
• 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 Third Party Representative – Call Center Home Broadband job must hold a bachelor’s degree
• One to two years of experience in a customer center/call center environment
• 1 year technical background and IT exposure within a cellular environment.
• Customer interface, in person and or via the phone/ email
• Multilingual in Ugandan languages; Click on this link to fill in the languages you speak. https://forms.office.com/r/SKe8ESK7jq

Knowledge, Skills and Competencies

• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence
• Flexibility and Agility in regard to working hours.
• Planning and organizational skills
• Communication skills
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
• Attention to detail.
• Team player.
• Can-do.
• Reliability
• Courteousness
• Helpfulness

NB: 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 at the link below.

Click Here

Deadline: 27^th November 2023

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