Summary
Date Posted: Tuesday, October 08 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
Responsible for maximizing debt collection and minimizing bad debt while maintaining superior levels of customer service.

Essential Duties and Responsibilities
• Make outbound calls to new and existing MoKash subscribers to create a personalized relationship and inspire confidence
• Achieve monthly individual collections target (activity and amount).
• Conduct collections according to the collection cycle policy.
• Make payment arrangements with clients as per procedures.
• Follow up daily on promises to pay and broken promise to pay.
• Dial and make tickler notes on all customer interactions.
• Handle customer queries and or escalate issues to ensure customers’ concerns are addressed promptly and appropriately
• Adhere to all MTN and NCBA policies and procedures at all times.
• Ensure that your telephone etiquette is in line with the quality assurance guidelines.
• Ensure that all client details are fully captured onto the appropriate systems
• Meet the agreed level of contact with existing MoKash customers as maybe necessary to maintain/increase levels of business activity, revenue volume and streams
• Attend and participate in all MoKash trainings, courses and meetings
• Actively work towards the MTN brand values: Leadership, Integrity, Innovation, Relationships and can-do, while dealings with customers and colleagues.
• To undertake extra duties as deemed appropriate

Knowledge and Skills
• Strong problem solving and analytical skills
• Good communication skills, both written and verbal
• Good interpersonal and human relations skills
• Good negotiation skills
• Business Integration Skills
• Possess basic accounting knowledge
• Proficient in English and most common local languages in Uganda
• Working proficiency of company standard MS Windows and associated office productivity Software tools (Word and Excel)

Experience
• 1 years’ experience in a Call Center environment, preferably in the cellular industry or financial services industry.
• Experience in customer complaints handling mainly dealing with difficult customers in a manner which makes them feel appreciated.
• Basic Knowledge of accounting
• Must be computer literate.
• Proficient in English and most common local languages in Uganda
• Must possess negotiation skills.

Education
• Bachelors Degree in any field

Attributes
• Self-motivated and willing to “do what it takes” to get the job done
• Internal and external client-focused attitude with good communication skills, both written and verbal
• Strong work ethic and ability to work with minimal supervision
• Alertness to quality and attention to detail
• Aptitude for learning, understanding and applying concepts
• Able to work within a team and work independently
• Sense of urgency necessary to meet goals, objectives and deadlines

KEY PERFORMANCE INDICATORS
• General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work)
• Will be required to work a maximum of 48 hrs in a week in any cycle of shifts scheduled.
• Will be required to conform to schedule adjustments based on business needs.
• Frequent visual, sitting & computer usage.
• Fast paced environment with high daily pressure to meet deadlines.
• Quality Assurance – Attain a minimum quality evaluation score of not less than 95 % in accordance to the standard call handling procedure as set in the call evaluation scorecard.
• Schedule adherence – Attain 99% schedule adherence on a monthly basis.
• Attendance – Ensure 100% attendance inclusive of planned leave.
• Debt collection rate – Attain an average debt collection rate of 60%, for all customers assigned to self on a monthly basis
• Productivity- Achieve a daily average score of 120 successful contacts.
• Products and service knowledge: To ensure adequate knowledge of the MoKash products and of its competitors in order to achieve the requirements of this role (95%)
• Brand Values – To maintain a minimum rating of 5% on brand values



Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure

Interested and qualified, Click here to apply.


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