{"id":1977930,"url":"https://alion.io/job/mtn-uganda-administrator-back-office-call-centre","title":"Administrator – Back Office Call Centre","company":{"id":177394,"name":"MTN Uganda","domain":"mtn.co.ug","url":"https://alion.io/company/mtn-uganda","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kampala, Uganda"],"countries":["UG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-06T09:19:54Z","employer_posted_date":null,"last_verified_at":"2026-10-22T10:07:15Z","board_verified":false,"closed_at":"2026-10-22T10:07:15Z","days_open":16,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":16},"description":"Job Title: Administrator – Back Office Call Centre (Customer Care Jobs)\n\nOrganisation: MTN Uganda\n\nDuty Station: Kampala, Uganda\n\nAbout Organisation:\n\nMTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa.\n\nJob Summary: To co-ordinate the resolution of all escalated customer complaints within the defined parameters.\n\nKey Duties and Responsibilities: \n\nTo ensure onward escalation of customer issues as deemed appropriate.\n\nTo monitor escalated customer issues, ensuring follow-up and timely closure of all completed cases on Service Now and DCLM.\n\nLiaise with all departments regarding customer complaints, enquiries, and faults, ensuring that feedback is given appropriately.\n\nTo process customer rebates or credits as necessary.\n\nTo utilize appropriate CS systems, data bases, processes\n\nTo produce management reports as required.\n\nTo attend to all customer issues escalated via e-mail & fax within the defined time frames.\n\nTo attend to all customer issues escalated via e-mail within the defined time frames.\n\nTo live the MTN brand values and vital behaviours in all dealings with customers and colleagues.\n\nTo undertake extra duties as deemed appropriate\n\nQualifications, Skills and Experience:\n\nA minimum of a bachelor’s degree\n\n2 to 3 years’ experience in a customer Centre/call Centre environment\n\nCustomer interface, in person and or via the phone\n\nIT exposure and technical experience from a telecom company\n\nMust be fluent in English and one local language.\n\nMust be computer literate.\n\nSkills / physical competencies:\n\nCommunication skills.\n\nTelephone etiquette.\n\nNegotiation skills.\n\nInterpersonal skills.\n\nProblem solving skills.\n\nDecision Making Ability\n\nGeneral Business Writing\n\nTroubleshooting\n\nFemale Applicants are strongly encouraged to Apply!\n\nHow to Apply:\n\nInterested and qualified candidates should apply online through the link below.\n\nClick Here\n\nDeadline: 12th October 2026\n\nNB: Only shortlisted candidates will be contacted.\n\nFor more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline\n\nLevel of Education: bachelor degree\n\nWork Hours: 8\n\nExperience 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