DEADLINE: 14/10/2024

Call Centre Advisors (40)

Full-time

The Call Centre Advisors will effectively handle incoming calls from all customer types in accordance with the defined quality standards.

Reports to: Team Leader – Call Centre

No. of Vacancies: 40

Language Requirements 

The applicant should be proficient in any of the language combinations below;

  1.  Luo, Swahili, Luganda
  2. Ateso, Swahili, Luganda
  3. Runyakole, Rutoro, Luganda
  4.  Runyakole, Rutoro, Swahili

Main Job Functions:

  • To effectively handle incoming calls from all customer types in accordance with the defined quality standards.
  • Provide a high level of customer service as defined by a positive attitude, an efficient and adaptable approach, a polite, caring and professional telephone manner.
  • Provide advice and educate customers on MTN related products and services.
  • To utilize appropriate Customer Service systems, processes, and procedures to support work.
  • To attempt to resolve customer queries at first Point of contact.
  • To escalate customer issues as deemed appropriate.
  • To meet performance goals and objectives.
  • To live the MTN brand values in dealings with customers and colleagues.
  • To take on extra responsibilities and duties as required.

Education 

  • Bachelor’s degree in a relevant field

Work Experience 

  • Basic experience in a customer facing environment.
  • Computer Literate (Typing speed 30 words per minute)
  • Customer interface, in person and or via the phone/ email    

Training:

  • Telephone techniques.
  • Customer Service Training
  • Products, Policies and Procedure Training
  • Data training
  • Service Quality  

Competencies                                                                                                                                     

Knowledge

  • Telecommunications industry trends.
  • MTN Products and Services knowledge

Skills

Skills / physical competencies:

  • Communication skills.
  • Telephone etiquette.
  • Negotiation skills.
  • Interpersonal skills.
  • Problem solving skills.
  • Decision Making Ability
  • General Business Writing
  • Troubleshooting
  • Technical Inclination
  • Sales related skills.
  •  Multitasking skills

Behavioural qualities:

  • Assertive.
  • Initiative.
  • Perseverance.
  • Attention to detail.
  • Team player.
  • Friendly.
  • Can-do.
  • Integrity.
  • Reliability
  • Courteousness
  • Helpfulness
  • Flexibility
  • Self-motivated
  • Ability to work under minimum supervision

 

Female Applicants are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

CLICK HERE TO APPLY

MTN - Jobs in Uganda

About MTN Uganda

Industry: Telecommunications
Location: 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.

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