Administrator – BackOffice _ Call Centre

Job Overview

MTN Uganda is seeking a dedicated Administrator for the BackOffice Call Centre to ensure seamless resolution of escalated customer complaints. This role is pivotal in maintaining customer satisfaction and upholding the brand’s reputation. The successful candidate will coordinate complex issue resolutions across multiple departments while adhering to strict service level agreements.

As a key member of the customer service team, you will serve as the bridge between frontline agents and technical specialists. Your work will directly impact customer retention and brand loyalty by ensuring every escalated case receives timely, professional attention. This position requires meticulous attention to detail and excellent organizational skills to manage a diverse portfolio of customer issues.

Key Responsibilities

• Coordinate the resolution of all escalated customer complaints within defined parameters to ensure timely and satisfactory outcomes for every client.
• Monitor escalated customer issues on Service Now and DCLM platforms, performing regular follow-ups to guarantee complete case closure within established timeframes.
• Liaise effectively with all departments regarding customer complaints, inquiries, and faults, ensuring appropriate feedback is communicated to relevant teams.
• Process customer rebates or credits accurately according to company policies, maintaining detailed records for audit and compliance purposes.
• Utilize appropriate customer service systems, databases, and processes to maintain accurate documentation and facilitate efficient issue resolution.
• Produce comprehensive management reports as required, highlighting trends, resolution rates, and areas needing operational improvement.
• Attend to all customer issues escalated via email and fax within the defined time frames, ensuring professional and timely responses.
• Demonstrate MTN brand values and vital behaviours in all dealings with customers and colleagues, fostering a collaborative work environment.

Qualifications & Experience

Essential

• A minimum of a bachelor’s degree in any discipline from a recognized institution, demonstrating strong academic foundation and analytical capabilities.
• 2 to 3 years of experience in a customer centre or call centre environment, preferably handling escalated cases and complex customer interactions.
• Direct customer interface experience both in person and via phone, showcasing excellent communication skills and emotional intelligence under pressure.

Desirable

• IT exposure and technical experience from a telecom company, understanding of network infrastructure and service delivery mechanisms.
• Fluency in English and one local language, enabling effective communication with diverse customer segments and internal stakeholders.
• Advanced computer literacy with proficiency in Microsoft Office Suite and customer relationship management systems.

What the Role Offers

• Competitive salary package with regular performance-based increments and annual bonuses reflecting company performance.
• Comprehensive health insurance coverage including medical, dental, and vision benefits for you and your immediate family members.
• Monthly transport allowance and lunch provisions to support daily commuting and sustenance needs during work hours.
• Professional development opportunities including training programs, workshops, and potential for internal career advancement.
• Flexible working hours with occasional remote work options during peak periods, supporting work-life balance initiatives.

How to Apply

Interested candidates should submit their updated CV, academic certificates, and a cover letter highlighting relevant experience in customer service administration. Ensure all documents are clearly labeled and formatted professionally. Please apply now by clicking the link below.

About the Company

MTN Uganda Limited is a leading telecommunications provider in East Africa, serving millions of customers with innovative mobile and digital solutions. As part of the MTN Group, the company operates across multiple African markets and is committed to driving sustainable development through technology. MTN Uganda is an equal opportunity employer, fostering diversity and inclusion in all its workforce initiatives. The company values integrity, innovation, and customer-centricity as core principles guiding its operations and strategic direction.

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