Call Centre Administrator – Back Office
Full-time
MTN Uganda
This job has been expired
Description
MTN Uganda Limited is hiring an Call Centre Administrator – Back Office to co-ordinate the resolution of all escalated customer complaints within the defined parameters.
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
