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Partner – Customer Support, Traditional Channels, Fixed Broadband
MTN Uganda. Identify and assess customer needs to ensure high levels of customer satisfaction .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service management within the telecommunications industry, utilizing CRM and helpdesk software to enhance customer satisfaction and retention. Proficient in analyzing customer needs and implementing initiatives to streamline service delivery across digital channels.
Highest-signal resume keywords
Customer Service ExperienceCRM Software ProficiencyTelecommunications Industry KnowledgeAdvanced Microsoft Excel SkillsCustomer Service Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ManagementIssue ResolutionData AnalysisReport GenerationAccount Management
Soft Skills
Empathetic EngagementProactive CommunicationCollaboration
Tools & Technologies
CRM SoftwareHelpdesk SoftwareSalesforceMicrosoft ExcelMS Word
Certifications & Qualifications
Customer Service Certification
Industry Keywords
TelecommunicationsCustomer SatisfactionService ProvisioningCustomer JourneyOperational Excellence
About the role
Key responsibilities & impact- Identify and assess customer needs to ensure high levels of customer satisfaction
- Deliver quality support to Fixed Broadband customers through proactive and empathetic engagement
- Utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery
- Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth
- Work with product, UAT, and support teams to validate new products, systems, and upgrades
- Generate relevant reports as required by the business
- Ensure resolution of all service provisioning and sales support PPP items
- Analyze customer requests for prompt resolution
- Ensure end-to-end account management for Broadband customers
- Review customer service contracts and escalate clauses negatively affecting customer support and relationship management
- Implement initiatives simplifying the customer journey across digital channels and regularly review FAQs
- Proactively analyze support systems, including charging, CLM, and DCLM, and broadband products to identify pain points and resolve issues before escalation
- Maintain alignment with MTN’s customer-centric values and operational excellence standards
Requirements
What you’ll need- A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course
- Fluent in English
- 3–7 years’ experience in an area of specialisation, with experience working with others
- Experience working in a multinational organization
- Experience in a customer service role in the telecommunications industry
- Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools
- Advanced proficiency in Microsoft Excel spreadsheets and MS Word
- Professional certification on Customer Service/Relations will be an added advantage
Benefits
Comp & perks- Employee value proposition: Work with meaning
- Employee value proposition: Connect to develop
- Employee value proposition: Thrive in positivity
- Employee value proposition: Grow with purpose
- People with disabilities and eligible females are encouraged to apply