MTN Uganda, a subsidiary of MTN Group, a multinational telecommunications company operating in Africa and the Middle East, has announced a job opening for an Administrator in its Back Office Call Centre. The successful candidate will be responsible for coordinating the resolution of escalated customer complaints within defined parameters. The call centre is a critical component of MTN Uganda's customer service operations, handling a high volume of customer inquiries and complaints.
The Administrator will play a key role in ensuring that customer issues are resolved efficiently and effectively. Key duties and responsibilities include monitoring escalated customer issues, ensuring follow-up and timely closure of all completed cases on Service Now and DCLM, and liaising with various departments regarding customer complaints, enquiries, and faults. The Administrator will also be responsible for processing customer rebates or credits as necessary and producing management reports as required.
To qualify for the position, candidates must have a minimum of a bachelor's degree and 2-3 years of experience in a customer centre or call centre environment. They must also have experience in customer interface, either in person or via phone, and have IT exposure and technical experience from a telecom company. Fluency in English and one local language is also required, as well as computer literacy. Key skills and competencies include communication skills, telephone etiquette, negotiation skills, interpersonal skills, problem-solving skills, and decision-making ability.
The ideal candidate will be able to live the MTN brand values and vital behaviours in all dealings with customers and colleagues. They will also be able to undertake extra duties as deemed appropriate. MTN Uganda encourages female applicants to apply for the position. The company is committed to diversity and inclusion in its hiring practices.
Interested and qualified candidates can apply online through the Ugandan Jobline website. The deadline for applications is October 12, 2026. Only shortlisted candidates will be contacted for further evaluation and interviews. MTN Uganda is a major employer in the telecommunications sector in Uganda, with a significant presence in the country.
The Administrator position is a critical role in MTN Uganda's customer service operations. The successful candidate will be expected to work in a fast-paced environment and handle multiple tasks and responsibilities. They will also be required to work closely with various departments and stakeholders to resolve customer issues.
MTN Group, the parent company of MTN Uganda, has over 280 million subscribers across its operations in Africa and the Middle East. The company is committed to providing high-quality customer service and has invested heavily in its customer service operations. The Administrator position is an opportunity for a motivated and customer-focused individual to join a leading telecommunications company in Uganda.
Key points
- MTN Uganda is seeking an Administrator for its Back Office Call Centre to handle customer complaints and escalations.
- The successful candidate will require a bachelor's degree and 2-3 years of experience in a customer centre or call centre environment.
- Interested candidates can apply online through the Ugandan Jobline website by October 12, 2026.
