Main Purpose:
To effectively handle incoming calls from all customer types in accordance with the defined quality standards.

Language Requirements
The applicant should be proficient in any of the language combinations below;
1. Luo, Swahili, Luganda
2. Ateso, Swahili, Luganda
3. Runyakole, Rutoro, Luganda
4. 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