Advisor – Call Center Job – MTN Uganda Limited

Job Title:   Advisor – Call Center (Fresher Job Opportunities)  

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: Team Leader – Call Center


About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.


Key Duties and Responsibilities:  

  • 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

Qualifications, Skills and Experience:

  • The applicant for the MTN Uganda Limited Advisor – Call Center job must hold a Bachelor’s degree
  • One to two years of experience in a customer center/call center environment
  • Two years of technical background and IT exposure within a cellular environment.
  • Customer interface, in person and or via the phone/ email
  • Telecommunications industry trends.
  • MTN Products and Services knowledge
  • Communication skills.
  • Telephone etiquette.
  • Negotiation skills.
  • Interpersonal skills.
  • Problem solving skills.
  • Decision Making Ability
  • General Business Writing
  • Troubleshooting
  • Attention to detail.
  • Team player.
  • Can-do.
  • Reliability
  • Courteousness
  • Helpfulness



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


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:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online


Click Here


Deadline: 27th September 2022

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