Administrator – Back Office, Call Centre

MTN Uganda Job Opportunity: Administrator – Back Office, Call Centre

Location: Uganda
Employer: MTN Uganda Limited
Department: Customer Operations
Reports to: Team Leader – Back Office Operations
Number of Vacancies: 1

MTN Uganda is seeking a competent and customer-focused professional to fill the position of Administrator – Back Office, Call Centre. This role is ideal for an experienced customer service professional with strong communication, problem-solving and administrative skills.

Key Responsibilities
Handle and coordinate the resolution of escalated customer complaints.
Monitor cases and ensure timely follow-up and closure using ServiceNow and DCLM systems.
Liaise with relevant departments to resolve customer enquiries, complaints and technical faults.
Process customer rebates and credits where necessary.
Respond to escalated customer issues received through email and other designated channels within set timelines.
Prepare management reports and maintain accurate customer records.
Use customer service systems, databases and established procedures effectively.
Uphold MTN’s brand values when interacting with customers and colleagues.
Qualifications and Requirements
Applicants should have:

A minimum of a bachelor’s degree.
Two to three years of experience in a customer service or call centre environment.
Experience handling customer enquiries in person or by telephone.
IT exposure and technical experience within a telecommunications company.
Fluency in English and at least one local language.
Computer literacy and strong customer service skills.
Required Skills
Successful candidates should demonstrate excellent communication, telephone etiquette, negotiation, interpersonal, problem-solving and decision-making skills. Strong business writing and troubleshooting abilities are also important.

How to Apply
Interested candidates should check the official MTN Uganda careers platform for the application procedure, deadline and any additional requirements.