Outbound Call Center Agents – Home Broadband x3 MTN Uganda Limited

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!