DEADLINE: 09/08/2024

3 Outbound Call Center Agent – Home Broadband

Full-time

Outbound Call Center Agent – Home Broadband will make outbound calls to Home broadband customers to collect feedback about the products/ services and customer experience.

They will also use all opportunities to upsell and cross sell the home broadband products.

Reports to: Team Leader – Customer Operations

Main Job Functions:

Retain existing customers through customer satisfaction surveys, campaigns, follow up calls, carrying out health checks, offering upgrades / renewals and addressing any customer issues that come up.
Campaigns support: support marketing campaigns to targeted customers to promote special offers, educate on product changes and support new product enhancements /launches.
Relationship management with both prospects and existing customers. They will support this through building rapport, understanding customer needs and maintaining regular communication to drive loyalty and satisfaction.
Gather valuable market insights through proactive communication and engagement strategies.
Ensure that all client details are fully captured onto the appropriate systems, including marketing and sales information.
Optimize the value for customers by identifying needs and providing recommendations of solutions-based product development, marketing, and sales to the company.
Effectively present key features and benefits of Home Broadband products and services via the telephone to secure new business in all the identified sales opportunities
Ensure adequate knowledge of MTN products and services and of its competitors in order to achieve the requirements of this role
Handle customer queries and or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.

Education:

A minimum of a bachelor’s degree

Experience:

1 to 2 years’ experience in a customer center/call center environment

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

Female Applicants are strongly encouraged to Apply!

CLICK HERE TO APPLY

About MTN Uganda

Industry: Telecommunications

Location: Kampala, Uganda

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!