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

Training:

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: 27^th September 2022

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Miiro Allan

I am a team player who is committed to learning, excellence, ethics and people, also an excellent communicator with great interest in technology innovations, branding and communications for Business and passion for community service and positive change.