The Ugandan Jobline

Job Title:  Call Centre Advisor  (40 No Experience Jobs) –  Luganda, Luo, Swahili, Ateso, Runyakole, Rutoro

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Team Leader – Call Centre

 

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 effectively handle incoming calls from all customer types in accordance with the defined quality standards.

 

Language Requirements:

The applicant should be proficient in any of the language combinations below;

Luo, Swahili, Luganda

Ateso, Swahili, Luganda

Runyakole, Rutoro, Luganda

Runyakole, Rutoro, Swahili

 

Key Duties and Responsibilities:

To effectively handle incoming calls from all customer types in accordance with the defined quality standards.

Provide a high level of customer service as defined by a positive attitude, an efficient and adaptable approach, a polite, caring and professional telephone manner.

Provide advice and educate customers on MTN related products and services.

To utilize appropriate Customer Service systems, processes, and procedures to support work.

To attempt to resolve customer queries at first Point of contact.

To escalate customer issues as deemed appropriate.

To meet performance goals and objectives.

To live the MTN brand values in dealings with customers and colleagues.

To take on extra responsibilities and duties as required.

Qualifications, Skills and Experience:

Education

Bachelor’s degree in a relevant field

Work Experience

Basic experience in a customer facing environment.

Computer Literate (Typing speed 30 words per minute)

Customer interface, in person and or via the phone/ email

Training:

Telephone techniques.

Customer Service Training

Products, Policies and Procedure Training

Data training

Service Quality

Competencies                                                                                                                                    

Knowledge

Telecommunications industry trends.

MTN Products and Services knowledge

Skills

Skills / physical competencies:

Communication skills.

Telephone etiquette.

Negotiation skills.

Interpersonal skills.

Problem solving skills.

Decision Making Ability

General Business Writing

Troubleshooting

Technical Inclination

Sales related skills.

Multitasking skills

Behavioural qualities:

Assertive.

Initiative.

Perseverance.

Attention to detail.

Team player.

Friendly.

Can-do.

Integrity.

Reliability

Courteousness

Helpfulness

Flexibility

Self-motivated

Ability to work under minimum supervision

 

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.

 

How to Apply:
All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.

 

Click Here

 

Deadline: 14th October 2024

 

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