MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position;

Job Title: Advisor – Call Centre (Correspondence Administrator)
Reports to: Team Leader – Call Centre
Division: Customer Experience
No. of Vacancies: 1

Main Job Functions:
• Respond to customer’s inquiries, complaints, comments and Compliments appropriately within defined parameters
• Receive, action and/or forwarding correspondence to relevant departments within the organisation and do a follow up to ensure that where action is needed, it has been done.
Identify problem areas and escalate to Line Management for action.
Provide a high level of customer service as defined by: a positive attitude, an efficient and adaptable approach, a polite, caring and professional e-mail corresponding manner.
• Support newly launched and existing products and services by cross selling and providing educational information at every opportunity.
• Resolve customer queries at first Point of contact.
• Liaise with all departments regarding customer complaints, enquiries, and faults, ensuring that feedback is given appropriately.
• To manage reputational risk.

Education:
• First degree

Experience:
• 2 years’ experience in a customer service role.

Skills / physical competencies:
• Good Written Communication
• Agility
• Speed
• Innovative/Creative
• Problem solving skills.
• Flexible
• Team Player
• Social skills
• Decision making skills
• Proactiveness
• English proficiency

Training:
• Computer literacy with good typing speeds
• Social media dynamics (Twitter, Facebook, LinkedIn, Instagram)
• Knowledge of social media trends
• Must have an active Social Media presence ( active accounts)

Behavioural qualities:
• Assertive
• Attentiveness
• Attention to detail
• Empathy
• Team player