Administrator - BackOfficeCall Centre. Customer Operations (Contract)
MTN
Job Description
<p style="background-color: white; line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Main Purpose:</strong></span></span></p><p style="background-color: white; line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="color: black; font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To co-ordinate the resolution of all escalated customer complaints within the defined parameters. </span></span></p><p style="background-color: white; line-height: 115%; margin-bottom: 0in; text-align: justify;"> </p><p style="background-color: white; line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.</strong></span></span></p><p style="line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Job Title: </strong></span></span><span style="color: black; font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Administrator – BackOffice _ Call Centre </strong></span></span></p><p style="line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Reports to: </strong></span></span><span style="color: black; font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Team Leader – Back Office Operations</strong></span></span></p><p style="line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>No. of Vacancies: </strong>1</span></span></p><ul style="list-style-type: square;"><li class="ortl-align-justify"><p style="line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Main Job Functions:</strong></span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To ensure onward escalation of customer issues as deemed appropriate.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To monitor escalated customer issues, ensuring follow-up and timely closure of all completed cases on Service Now and DCLM.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Liaise with all departments regarding customer complaints, enquiries, and faults, ensuring that feedback is given appropriately.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To process customer rebates or credits as necessary.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To utilize appropriate CS systems, data bases, processes</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To produce management reports as required.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To attend to all customer issues escalated via e-mail & fax within the defined time frames.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To attend to all customer issues escalated via e-mail within the defined time frames.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To live the MTN brand values and vital behaviours in all dealings with customers and colleagues.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">To undertake extra duties as deemed appropriate</span></span></p></li></ul><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"> </p><p style="line-height: 115%;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Education</strong></span></span></p><ul style="list-style-type: square;"><li><p style="line-height: 115%;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">A minimum of a bachelor’s degree</span></span></p></li></ul><p style="line-height: 115%;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Work Experience </strong></span></span></p><ul style="list-style-type: square;"><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">2 to 3 years’ experience in a customer Centre/call Centre environment</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Customer interface, in person and or via the phone</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">IT exposure and technical experience from a telecom company</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Must be fluent in English and one local language.</span></span></p></li><li class="ortl-align-justify"><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Must be computer literate.</span></span></p></li></ul><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"> </p><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Skills / physical competencies:</strong></span></span></p><p style="line-height: 115%; margin-bottom: 0in; text-align: justify;"> </p><ul style="list-style-type: square;"><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Communication skills.</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Telephone etiquette.</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Negotiation skills.</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Interpersonal skills.</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Problem solving skills.</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Decision Making Ability</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">General Business Writing</span></span></p></li><li><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">Troubleshooting</span></span></p></li></ul><p style="line-height: 115%;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>ABOUT US</strong></span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">We at MTN Uganda are a purpose and value-led organization!</span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">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.</span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">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.</span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">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!</span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">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.</span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;">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!</span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>Female Applicants are strongly encouraged to Apply!</strong></span></span></p><p style="background-color: white; line-height: 115%; text-align: justify;"><span style="color: rgb(51, 51, 51); font-family: "MTN Brighter Sans";"><span style="font-size: 9pt; line-height: 115%;"><strong>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.</strong></span></span></p><p style="background-color: white; line-height: 115%;"> </p>
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