Call Centre Agents

Customer Experience

Reference number: 0006
Job type: Part-time
Juba
Central Equatoria

Organisation Name: MTN South Sudan
MTN Level: 1
Posted: 14 Mar 2025

Job requirements

Job Requirements (Education, Experience and Competencies)

Bachelor’s Degree or Diploma in business administration or any related field

EXPERIENCE

Minimum 1-2 years relevant working experience

COMPETENCIES

Skills/Physical Competencies:

Able to maintain confidentiality as related to subscribers’ data.
Time management skills
Report writing skills
Excellent communication skills
Organizational Skills
A fast thinker, flexible and willing to think/work outside the box; focus in on planning and problem prevention.
Mathematical skills.
Social Skills.
Leadership: expected to direct and control.
Motivation: devise effective motivational techniques to improve the performance of their teammates
Coaching and Mentoring: mentors to team members
Hardworking
Goal Setting and Achievement oversee setting goals for the team
Multitasking: able to handle multiple tasks at the same time

Job description

RESPONSIBILITIES (Not limited to )

Handling calls

Manage inbound and out bounds calls, following various communication scripts when speaking to customers
Provide customers with information related to what should be done
Accesses customer’s account for further identification & validate identity.
Provides customer with the procedure needed for the required service.
Provide solutions to customers’ issues/ complaints.
Make sure the information provided is complete and correct.
Rechecks commands to secure zero mistake process
Easily adapts to newly introduced products /services & procedures

Reporting

Update wrap-up correctly & immediately before the session ends.
Raise a ticket through a ticketing system with full & correct information.
Validates any unclear procedure or info by referring to the supervisor or shift team leader

Other roles

Handle telemarketing issues.
Carries out other duties as defined by Management team.

IT Security Responsibilities/ Tasks:

Comply with all Information Security Policies and related documents.
Report security weakness/incidents to either the respective head of department or the Enterprise Information Security Manager
Must not exploit known security weaknesses.
Participate in all forms of Information Security Awareness

Role Complexity:

High dependency on internal stakeholders requiring collaboration and high engagement.
Data integrity
Efficiency of the management information systems
Marketing activities affecting Customer activity such as promotions and timely communication/availability of information.
Network availability.
Availability of Billing Systems

IT Security Responsibilities/ Tasks:

Comply with all Information Security Policies and related documents.
Report security weakness/incidents to either the respective head of department or the Enterprise Information Security Manager
Must not exploit known security weaknesses.
Participate in all forms of Information Security Awareness

Please note:

This position is open exclusively to South Sudanese nationals.

• We strongly encourage qualified ladies to apply.

• Only shortlisted candidates will be contacted. If you do not hear from us within 14 days after the closing date, please consider your application unsuccessful

• By applying for this vacancy, you are consenting for MTN South Sudan to process your personal data for purposes of this application and further undertake verification of your personal credentials and related information including, but not limited to, qualifications, criminal record, credit record, current and historic disciplinary proceedings, as part of the selection process.

• MTN South Sudan reserves the right to not fill the advertised position

Application Deadline: 31/03/2025