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Third Party Representative - Call Center. Home Broadband

MTN Group

Marketing & Communications

USh Confidential
2 weeks ago

Job Summary


Job Description/Requirements

Main Purpose:

The call Centre advisor will Attend to all escalated home broadband customer complaints and enquiries within the defined service parameters.

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

Job Title: Third Party Representative - Call Center Home Broadband

Reports to: Team Leader â Customer Operations 

No. of Vacancies:  1

Main Job Functions:

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.


A minimum of a bachelorâs degree


1 to 2 yearsâ 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:///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  Assertive. Initiative. Perseverance. Attention to detail. Team player. Friendly. Can-do. Integrity. Reliability Courteousness Helpfulness


MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. With more than 19,000 professionals in 22 countries, MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. 

Do you want to be a part of a mission that delivers a bold new digital world to Uganda and Ugandans? Then, join MTN Uganda which is the market leader in the Telecoms Industry!

Are you passionate about working for a brand that believes and invests in YOU while delivering the best value to those you serve? THIS is the place.

Our Yâello family where people are the most critical assets has an attractive Employee Value Proposition which enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, and in all aspects to Live inspired. Our employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the telecoms industry.

We are dedicated to choosing the very best candidates and will work to develop your skill and talent to make sure we boost a second-to-none workforce.

It is a great place to work! Take that bold step and apply today!

And as an ever-friendly reminder ,researchers have found that men tend to apply for roles when they meet an average of 40% of the criteria. Women and other under-represented groups tend to apply only when they check every box. If you are interested, but donât think that you meet every single point on the job description,  you are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

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