Job Listing: Call Centre Advisors (40 Vacancies)
Company: MTN Uganda
Industry: Telecommunications
Location: Uganda
Job Type: Full-time
Application Deadline: 14th October 2024
Job Summary:
MTN Uganda is seeking 40 Call Centre Advisors to effectively handle incoming calls from all customer types in accordance with defined quality standards.
Reports to:
Team Leader – Call Centre
Language Requirements:
Applicants must be proficient in any of the following language combinations:
- Luo, Swahili, Luganda
- Ateso, Swahili, Luganda
- Runyakole, Rutoro, Luganda
- Runyakole, Rutoro, Swahili
Main Job Functions:
- Handle incoming calls from customers effectively, adhering to quality standards.
- Provide high levels of customer service with a positive attitude and professional telephone manner.
- Educate customers on MTN products and services.
- Utilize appropriate customer service systems, processes, and procedures.
- Resolve customer queries at the first point of contact whenever possible.
- Escalate customer issues as necessary.
- Meet performance goals and objectives.
- Embody MTN brand values in interactions with customers and colleagues.
- Take on additional responsibilities and duties as required.
Education:
- Bachelor’s degree in a relevant field.
Work Experience:
- Basic experience in a customer-facing environment.
- Computer literacy (typing speed of 30 words per minute).
- Customer interface experience (in person and/or via phone/email).
Training:
- Telephone techniques.
- Customer service training.
- Products, policies, and procedures training.
- Data training.
- Service quality training.
Competencies:
Knowledge:
- Trends in the telecommunications industry.
- Knowledge of MTN products and services.
Skills:
- Communication and telephone etiquette.
- Negotiation and interpersonal skills.
- Problem-solving and decision-making abilities.
- General business writing and troubleshooting skills.
- Sales-related skills and multitasking abilities.
Behavioral Qualities:
- Assertive and initiative-driven.
- Perseverance and attention to detail.
- Team player and friendly demeanor.
- Integrity and reliability.
- Courteousness, helpfulness, and flexibility.
- Self-motivated with the ability to work with minimal supervision.
Female applicants are strongly encouraged to apply!
Note: In compliance with the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents solely for their intended purpose.
How to Apply:
About MTN Uganda:
MTN Uganda is a purpose and value-led organization committed to understanding and meeting the needs of its people. The company fosters an inclusive environment where every member of the “Y’ello Family” is empowered and heard. Their values drive the organization towards honesty and integrity in all dealings.