Call Center Advisor. Customer Operations (Contract)

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Job Description

Main Purpose:

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

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Call Centre Advisor  

Reports to: Team Leader – Call Centre 

No. of Vacancies: 40

Language Requirements 

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

1.  Luo, Swahili, Luganda
2. Ateso, Swahili, Luganda
3. Runyakole, Rutoro, Luganda
4.  Runyakole, Rutoro, Swahili

Main Job Functions:

• 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.                                                   

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                                                                                                                                                    

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.