Back Office Call Centre Administrator - Customer Operations

About the role

MTN Group is hiring one Administrator for its Back Office Call Centre in Kamwokya, Uganda, under a contract arrangement. The role reports to the Team Leader of Back Office Operations and focuses on resolving escalated customer complaints within defined parameters.

Key responsibilities

• Ensure escalated customer issues are escalated onward as appropriate.
• Monitor escalated issues and follow up until all closed cases are recorded on Service Now and DCLM.
• Liaise with all departments on customer complaints, enquiries and faults, giving appropriate feedback.
• Process customer rebates or credits as needed.
• Use the appropriate CS systems, databases and processes.
• Produce management reports as required.
• Handle customer issues escalated by email and fax within the defined timeframes.
• Live the MTN brand values in dealings with customers and colleagues, and take on extra duties as needed.

Required profile

• Bachelor's degree (minimum).
• 2 to 3 years' experience in a customer centre or call centre environment.
• Experience in customer-facing work, in person and/or by phone.
• Telecom IT exposure and technical experience.
• Fluent in English and one local language; computer literate.

Required skills

• Communication, telephone etiquette and negotiation skills.
• Interpersonal and problem-solving skills, decision-making ability.
• General business writing and troubleshooting.