Advisor – Call Center

MTN Uganda Limited

Customer Service & Support

IT & Telecoms USh Confidential
New
3 days ago

Job Summary

Attending to all escalated customer complaints and enquiries within the defined service parameters.

  • Minimum Qualification:Bachelor
  • Experience Level:Entry level
  • Experience Length:1 year

Job Description/Requirements

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individual to fill the following Position;

 

Job Title: Advisor – Call Center

Reports to: Team Leader – Call Center

Division: Customer Experience

No. of Vacancies: 1

 

Main Job Functions:

  • 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

Education:

  • Bachelor’s degree

Experience:

  • 1 to 2 years’ experience in a customer center/call center environment
  • 2 years technical background and IT exposure within a cellular environment.
  • Customer interface, in person and or via the phone/ email

Training:

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

Knowledge:

  • Telecommunications industry trends.
  • MTN Products and Services knowledge

Skills / physical competencies:

  • Communication skills.
  • Telephone etiquette.
  • Negotiation skills.
  • Interpersonal skills.
  • Problem solving skills.
  • Decision Making Ability
  • General Business Writing
  • Troubleshooting

Behavioural qualities:

  • Assertive.
  • Initiative.
  • Perseverance.
  • Attention to detail.
  • Team player.
  • Friendly.
  • Can-do.
  • Integrity.
  • Reliability
  • Courteousness
  • Helpfulness

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.

Click on the 'Apply Here' section to be redirected to the application portal.


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