Summary
Date Posted: Thursday, November 23 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Description
Main Purpose:
The call Centre advisor will Attend to all escalated home broadband customer complaints and enquiries within the defined service parameters.

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

Job Title: Third Party Representative - Call Center Home Broadband
Reports to: Team Leader – Customer Operations
No. of Vacancies: 1

Main Job Functions:
• Attend to all escalated home broadband customer complaints and enquiries within the defined service parameters.
• Investigate all logged complaints and giving feedback to customers (via voice, SMS or Email) within the defined time frames.
• 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 desk.
• To process customer rebates or credits as necessary.
• Liaise with all departments regarding customer complaints, enquiries and faults, ensuring that feedback is given appropriately.
• To utilize appropriate CS systems, data bases, processes and procedures to support work as necessary.
• To produce management reports as required.
• To live the brand values in dealings with customers and colleagues.
• To undertake extra duties as deemed appropriate.

Education:
• A minimum of a bachelor’s degree

Experience:
• 1 to 2 years’ experience in a customer center/call center environment
• 1 year technical background and IT exposure within a cellular environment.
• Customer interface, in person and or via the phone/ email
• Multilingual in Ugandan languages; Click on this link to fill in the languages you speak https://forms.office.com/r/SKe8ESK7jq 

Knowledge, Skills and Competencies
• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence
• Flexibility and Agility in regard to working hours.
• Planning and organizational skills
• Communication skills
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness


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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