Job Category: Customer Care
Division: Customer Experience & Operations
Location: Al- Khartoum
Job Summary:
• To ensure that MTN has an excellent understanding of customers and potential customers based on accurate and statistically robust data
Description:
- Handle & follow up difficult cases and ensure their resolution in the most efficient manner.
- Review the daily traffic report to detect potential fraud cases according to established procedures.
- Contact super user subscribers in order to request advance payment or deposit.
- Contact the disconnected subscribers as to retain them active.
- Research overdue account balances.
- Correct any errors, including misapplied payments, reversed late charges, direct deposit errors, and overpayments from billing errors.
- Provide subscriber with requested and necessary information in the most efficient manner.
- Ensure that the best quality of service is delivered to get good level of customers’ satisfaction.
- Comply with company/department policy and procedures.
- Provide support to the other CR sections requested by line manager.
- Report to the Risk & Collection Supervisor any alarming complaint.
- Prepare regular report, senior report, VIP report, special account, and ceiling report.
- Perform Ad-Hoc duties as assigned by management.
Job Requirements:
• Bachelor degree in Business Administration or any related field.
• Minimum of 1 year of related working experience
Required Skills:
• Excellent communication skills.
• Good interpersonal skills.
• Personal organization skills.
• Initiative & flexible.
• Report writing skills
Closing Date: Monday, June 26, 2017
