The applicant should be proficient in any of the language combinations below;
- Luo, Swahili, Luganda
- Ateso, Swahili, Luganda
- Runyakole, Rutoro, Luganda
- Runyakole, Rutoro, Swahili
Main Job Functions:
- To effectively handle incoming calls from all customer types in accordance with the defined quality standards.
- Provide a high level of customer service as defined by a positive attitude, an efficient and adaptable approach, a polite, caring and professional telephone manner.
- Provide advice and educate customers on MTN related products and services.
- To utilize appropriate Customer Service systems, processes, and procedures to support work.
- To attempt to resolve customer queries at first Point of contact.
- To escalate customer issues as deemed appropriate.
- To meet performance goals and objectives.
- To live the MTN brand values in dealings with customers and colleagues.
- To take on extra responsibilities and duties as required.
Education
- Bachelor’s degree in a relevant field
Work Experience
- Basic experience in a customer facing environment.
- Computer Literate (Typing speed 30 words per minute)
- Customer interface, in person and or via the phone/ email
Training:
- Telephone techniques.
- Customer Service Training
- Products, Policies and Procedure Training
- Data training
- Service Quality
Competencies
Knowledge
- Telecommunications industry trends.
- MTN Products and Services knowledge
Skills
Skills / physical competencies:
- Communication skills.
- Telephone etiquette.
- Negotiation skills.
- Interpersonal skills.
- Problem solving skills.
- Decision Making Ability
- General Business Writing
- Troubleshooting
- Technical Inclination
- Sales related skills.
- Multitasking skills
Behavioural qualities:
- Assertive.
- Initiative.
- Perseverance.
- Attention to detail.
- Team player.
- Friendly.
- Can-do.
- Integrity.
- Reliability
- Courteousness
- Helpfulness
- Flexibility
- Self-motivated
- Ability to work under minimum supervision
