Administrator – Back Office Call Centre

• Ensure onward escalation of customer issues as deemed appropriate
• 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 feedback is given appropriately
• Process customer rebates or credits as necessary
• Utilize appropriate CS systems, databases and processes
• Produce management reports as required
• Attend to all customer issues escalated via email within the defined time frames
• Live the MTN brand values and vital behaviours in all dealings with customers and colleagues

Qualifications & Experience:

• A minimum of a bachelor's degree
• 2 to 3 years' experience in a customer centre/call centre environment
• Customer interface experience, 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; computer literate

Skills & Competencies:

• Communication skills and telephone etiquette
• Negotiation and interpersonal skills
• Problem solving and decision-making ability
• General business writing
• Troubleshooting skills