• 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.

• Bachelor’s degree in a relevant field • 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 • 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 • Perseverence • Attention to detail. • Team player. • Friendly • Can-do. • Integrity • Reliability • Courteousness • Helpfulness • Flexibility • Self-motivated • Ability to work under minimum supervision

All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.