Supervisor – Training Customer Operations
MTN Uganda
Location: Kampala, Uganda
Category: Administration & HR
Employment Type: Full-time
Status: Open & Active
MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the.
MTN Uganda is hiring a dedicated Supervisor – Training Customer Operations to deliver first-class customer experience and operational support for clients in Kampala.
The role serves as the frontline ambassador for the brand, responsible for resolving client requests with professionalism, efficiency, and warmth. The incumbent will work closely with cross-functional operational teams to ensure high customer satisfaction and retention rates.
Key Responsibilities:
- Deliver exceptional, empathetic, and prompt customer assistance across phone, email, live chat, and walk-in channels in Kampala.
- Resolve customer inquiries, service complaints, and account issues within stipulated first-contact resolution (FCR) targets.
- Accurately log all customer interactions, service tickets, and escalated complaints into the CRM system.
- Maintain thorough, up-to-date knowledge of MTN Uganda's products, service standards, billing tariffs, and promotional offerings.
- Collaborate with operational and technical departments to expedite solutions for complex customer complaints.
- Conduct proactive outreach, customer satisfaction surveys, and follow-ups to foster long-term customer loyalty.
- Identify recurring service bottlenecks and provide actionable feedback to supervisory staff for process enhancement.
- Ensure compliance with consumer protection standards, confidentiality protocols, and organization brand guidelines.
Qualifications & Requirements:
- Bachelor's Degree or Diploma in Customer Relations, Communications, Public Relations, Business Administration, or related field.
- At least 1 to 3 years of hands-on experience in customer care, call center operations, or frontline client service in Uganda.
- Exceptional verbal and written communication skills with pleasant telephone etiquette and active listening skills.
- Fluency in English and Luganda; knowledge of other local Ugandan languages is a strong advantage.
- Demonstrated patience, conflict resolution capability, and composure when handling demanding situations.
- Proficiency in CRM ticketing platforms, telephone switchboards, and basic data entry software.
Verified vacancy originally published on 2026-11-03. Discovered via verified recruitment channels.