Provide and implement solutions to customer queries from the call center, branded channel stores, 3rd party customers, partners, internal staff members within Service Level Agreements within defined SLA.

Detailed Description


Planning and Delivery

  • Investigate and troubleshoot customer queries and provide solutions utilizing data probing tools with SLA
  • Enable first time resolution at customer interaction points through transfer to knowledge to front line within the call centre, MTN Business and Branded Channels environments.
  • Assist and provide input to the tools and technology
  • Provide 2nd and 3rd level technical support and guidance to the customer queries logged though call centre, branded channel stores, 3rd party customers, partners, internal staff members
  • Prepare technology implementation and integration documentation
  • Provide high level support on the planned network/technologies/products

Reporting and Escalation

  • Escalate customer queries within the set policies and procedures
  • Submit reports on systems and procedure performance when required
  • Continually monitor queries logged and suggest items to automat or deliver via self service
  • Provide team leader within put from various departments to continuously improve the process
  • Ensure any new products which require support fall in the realm and boundary of the customer queries domain
  • roadmap
  • Dependency on other parties including Third Parties, multiple vendors and MTN IS teams
  • Skill level of the team affects customer service satisfaction
  • Dependency on external parties

Independent thought and Judgment

  • Perform your own time management.
  • Use own discretion where procedures do not apply.
  • Make judgment calls that save time
  • Identifying ways for improving customer query relating activities and process efficiency.

Job Requirements


  • 3-year National Diploma in IT or equivalent
  • No special training for General Jobs


  • 2-3 years’ experience in a technical customer centric environment
Additional Details


Head – Big Picture Focus (10)
-Analytical Thinker – Manages the alignment and execution of tactical activities
-Problem Solver – Assists in solving business challenges but looks to others for advice and guidance
-Operational Value Creator – Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)
-Culture and Change Champion – Role models ethical practices by living the MTN values and vital behaviours for others to follow

  • Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential

-Relationship Manager – Builds relationships with customers and teams to uphold the MTN brand
Hands – Results Focused (50)
-Results Achiever – Drives team objectives and contributes to sustainability of results
-Operationally Astute – Clarifies priorities, plans, organizes and co-ordinates the work of others

General working conditions

  • Prepared to work long hours.
  • Shift work

KPA Quality Standards

  • Ensure customer complaints are handled in an effective manner within SLA
  • Clear the backlog to ensure tickets are one day old
  • Ensuring high customer satisfaction
  • Successful contribution toward customer queries Processes and Policies