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.
Deadline: 27th November 2023
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