Administrator - Activations & Provisioning.Customer Operations (Contract)

Main Purpose: To guard against potential loss of revenue in MTN Uganda as a business unit. To ensure that all vetted service requests are timely and accurately registered, assigned the correct tariffs on the billing system or a work order is raised for services requiring technical configuration.

Main Job Functions:

• To ensure that all authorized and vetted Customer requests for service are accurately and timely registered, provisioned and activated on the billing system.
• To timely and accurately raise work orders for service requests that can’t be completed in the Billing system (i.e. need installation or configurations by Technical, I.T or V.A.S Departments).
• To ensure that the correct billable services and tariffs are assigned during activation of new subscribers and provisioning of additional services.
• Safely manage Client records containing contracts & all subsequent Client communications.
• To manage S.I.M card stock (inactive for post-paid) and all pre-activation equipment that may change from time to time depending on the business needs.
• Regular audits on all provisioned services – weekly/monthly work order audits and health checks to ensure accuracy and minimise error before monthly service invoicing.
• To liaise with internal Customers (especially Sales Department personnel) to ensure ample and timely resolution of any external Customer affecting queries.
• Timely and accurate daily, weekly, and monthly service provision checks.
• After sale/provisioning client welcome calls.
• Referring clients to download and use the MTN Apps.

Education

Bachelor’s degree in business administration, accounting or related course.

Work Experience

• Experience in a service and business driven organization
• Customer interface, in person, email and via the phone.
• 3 years’ experience in a busy customer environment.
• Telecommunication or service industry trends towards digitalization of invoicing products and billing solutions.
• Knowledge of MTN Uganda Enterprise products and services.
• Knowledge of MTN Uganda’s billing environment, DCLM, DCBS, SVP applications and ability to work under minimum supervision

Skills / Physical Competencies

• A Customer service background with excellent interpersonal skills
• A high sense of integrity with good planning and organization skills.
• Excellent knowledge of products & services
• Team player, flexible with excellent communication skills.
• High concentration and accuracy levels.
• Trouble shooting & problem-solving skills
• Strong work ethic and ability to work with minimal supervision
• Alertness to quality, attention to detail, flexible and able to handle stress
• Able to work within a team and work independently
• Sense of urgency necessary to meet goals, objectives and deadlines
• Computer proficiency
• Knowledge of advanced excel.