Vacancy title:
Administrator – BackOffice _ Call Centre
Employment type: Full time, Industry: Telecommunications, Category: Admin & Office, Customer Service, Business Operations
Jobs at:
MTN-Uganda
Deadline of this Job:
Saturday, October 31 2026
Duty Station:
Kampala | Kampala
Summary
Date Posted: Tuesday, October 20 2026, Base Salary: Not Disclosed
JOB DETAILS:
Main Purpose:
To co-ordinate the resolution of all escalated customer complaints within the defined parameters.
Company Overview:
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.
Responsibilities:
- 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
Qualifications:
- 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
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Application Link:
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