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Customer support, client care Jobs for Entry and Basic-level in Uganda
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MTN Group
Administrator - BackOfficeCall Centre. Customer Operations (Contract)
Closed for applications
Expired
Posted: 12 Oct 2026
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MTN GroupProfession (Telecommunications, Entry and Basic-level)
Industry (Customer support, client care, Entry and Basic-level)
Seniority (Customer support, client care, Telecommunications)
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MTN Group
Telecommunications
Administrator - BackOfficeCall Centre. Customer Operations (Contract)
Closed for applications
Job details
Contract Type
Workplace type
On-site
Description
Main Purpose: To co-ordinate the resolution of all escalated customer complaints within the defined parameters.
Job Title: Administrator – BackOffice _ Call Centre Reports to: Team Leader – Back Office Operations No. of Vacancies: 1
Main Job Functions:
- To ensure onward escalation of customer issues as deemed appropriate.
- To monitor escalated customer issues, ensuring follow-up and timely closure of all completed cases on Service Now and DCLM.
- Liaise with all departments regarding customer complaints, enquiries, and faults, ensuring that feedback is given appropriately.
- To process customer rebates or credits as necessary.
- To utilize appropriate CS systems, data bases, processes
- To produce management reports as required.
- To attend to all customer issues escalated via e-mail & fax within the defined time frames.
- To attend to all customer issues escalated via e-mail within the defined time frames.
- To live the MTN brand values and vital behaviours in all dealings with customers and colleagues.
- To undertake extra duties as deemed appropriate
Education:
- A minimum of a bachelor’s degree
Work Experience:
- 2 to 3 years’ experience in a customer Centre/call Centre environment
- Customer interface, in person and or via the phone
- IT exposure and technical experience from a telecom company
- Must be fluent in English and one local language.
- Must be computer literate.
Skills / physical competencies:
- Communication skills
- Telephone etiquette
- Negotiation skills
- Interpersonal skills
- Problem solving skills
- Decision Making Ability
- General Business Writing
- Troubleshooting
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