Main Purpose:

To co-ordinate the resolution of all escalated customer complaints within the defined parameters.

Company Overview:

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

Responsibilities:

• 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

Qualifications:

• 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

• 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

• Communication skills.
• Telephone etiquette.
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting

• A minimum of a bachelor’s degree
• 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.