MTN Group

Administrator - BackOfficeCall Centre. Customer Operations (Contract)

Posted 6 Days Ago

Be an Early Applicant

Hiring Remotely in Uganda

Remote

Mid level

Big Data • Other • Financial Services

The Role

Coordinates and resolves escalated customer complaints in a call centre back-office environment. The role monitors cases, ensures timely closure in ServiceNow and DCLM, liaises with internal departments, processes rebates or credits, responds to email and fax escalations, troubleshoots customer issues, and prepares management reports. It requires strong communication, negotiation, problem-solving, telephone etiquette, computer literacy, and telecom-related technical exposure.

Summary Generated by Built In

Main Purpose:

To co-ordinate the resolution of all escalated customer complaints within the defined parameters.

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

Job Title: Administrator – BackOffice _ Call Centre

Reports to: Team Leader – Back Office Operations

No. of Vacancies: 1

Main Job Functions:
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

Education

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

ABOUT US

We at MTN Uganda are a purpose and value-led organization!

At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Female Applicants are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

Skills Required

Bachelor's degree
2 to 3 years of experience in a customer centre or call centre environment
Customer interface experience in person or by telephone
IT exposure and technical experience from a telecommunications company
Fluency in English and one local language
Computer literacy
Communication skills
Telephone etiquette
Negotiation skills
Interpersonal skills
Problem-solving skills
Decision-making ability
General business writing skills
Troubleshooting skills

MTN Group Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MTN Group and has not been reviewed or approved by MTN Group.

Parental & Family Support — Parental leave is positioned as notably generous in some markets, including widely cited six-month paid maternity leave and short paternity leave. Family-friendly support is also described through options like workplace childcare, adoption/surrogacy support, and related leave provisions in certain operating companies.
Strong & Reliable Incentives — Variable pay elements are described as a meaningful part of the package, including annual performance bonuses, sales commissions, and structured short-term incentives tied to performance outcomes. Longer-term incentive participation is also described for eligible grades through share-based or share-linked plans.
Wellbeing & Lifestyle Benefits — Wellbeing support is presented as visible and multi-dimensional, including mental, physical, and financial wellness programs and access to emergency assistance services for medical, security, and travel events. Lifestyle and telecom-specific perks are also described, such as connectivity allowances and flexible lifestyle benefit funds used for items like gym, travel, or school-related expenses in some locations.