Job Title: Outbound Call Center Agent – Home Broadband (3 Fresher Customer Service Jobs)
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Team Leader – Customer Operations
About the Company:
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
Job Summary: To make outbound calls to Home broadband customers to collect feedback about the products/ services and customer experience. They will also use all opportunities to upsell and cross sell the home broadband products.
Key Duties and Responsibilities:
- Retain existing customers through customer satisfaction surveys, campaigns, follow up calls, carrying out health checks, offering upgrades / renewals and addressing any customer issues that come up.
- Campaigns support: support marketing campaigns to targeted customers to promote special offers, educate on product changes and support new product enhancements /launches.
- Relationship management with both prospects and existing customers. They will support this through building rapport, understanding customer needs and maintaining regular communication to drive loyalty and satisfaction.
- Gather valuable market insights through proactive communication and engagement strategies.
- Ensure that all client details are fully captured onto the appropriate systems, including marketing and sales information.
- Optimize the value for customers by identifying needs and providing recommendations of solutions-based product development, marketing, and sales to the company.
- Effectively present key features and benefits of Home Broadband products and services via the telephone to secure new business in all the identified sales opportunities
- Ensure adequate knowledge of MTN products and services and of its competitors in order to achieve the requirements of this role
- Handle customer queries and or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
Qualifications, Skills and Experience:
Education:
- A minimum of a bachelor’s degree
Experience:
- 1 to 2 years’ experience in a customer center/call center environment
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
How to Apply:
All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.
Deadline: 9th August 2024
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