Administrator - BackOfficeCall Centre. Customer Operations
MTN · UG
Main Purpose:
To co-ordinate the resolution of all escalated customer complaints within the defined parameters.
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Administrator – BackOffice _ Call Centre
Reports to: Team Leader – Back Office Operations
No. of Vacancies: 1
Main Job Functions:
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 Now and DCLM.
Liaise with all departments regarding customer complaints, enquiries, and faults, ensuring that feedback is given appropriately.
To process customer rebates or credits as necessary.
To utilize appropriate CS systems, data bases, processes
To produce management reports as required.
To attend to all customer issues escalated via e-mail & fax within the defined time frames.
To attend to all customer issues escalated via e-mail within the defined time frames.
To live the MTN brand values and vital behaviours in all dealings with customers and colleagues.
To undertake extra duties as deemed appropriate
Education
A minimum of a bachelor’s degree
Work Experience
2 to 3 years’ experience in a customer Centre/call Centre environment
Customer interface, in person and or via the phone
IT exposure and technical experience from a telecom company
Must be fluent in English and one local language.
Must be computer literate.
Skills / physical competencies:
Communication skills.
Telephone etiquette.
Negotiation skills.
Interpersonal skills.
Problem solving skills.
Decision Making Ability
General Business Writing
Troubleshooting
ABOUT US
We at MTN Uganda are a purpose and value-led organization!
At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Female Applicants are strongly encouraged to Apply!
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.
Main Purpose: To co-ordinate the resolution of all escalated customer complaints within the defined parameters.