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									                                                 MTN SUDAN



                                              JOB PROFILE
Title of position:
Back Office Agent                     Location of the job:
Level 1                               Customer Operations/CR
                                                                Position Code:

Reports to Back Office
Supervisor
Core purpose of the Job:
       Provide quality customer service, support and solutions to subscribers and prospective clients by
       following up their complaints and requests effectively and efficiently.
Key Tasks:

    1. Follow up the tasks distributed by Back Office Supervisor.
    2. Execute subscriber's service requests (feature activation, itemized bill, etc) according to company
        policies and procedures.
    3. Follow up difficult cases and ensure their resolution.
    4. Handle deposit refund cases.
    5. Receive, filter and solve customer’s complaints in short time.
    6. Feedback customers regarding their complaint solution according to company policies and
        procedures.
    7. Report to the Back Office Supervisor any alarming complaints and valuable information.
    8. Comply with company and department policy & processes.
    9. Provide support to the other CR division requested by line manager.

Minimum Requirements:

Education:
       Bachelor degree in business administration.


Experience:
       No Experience required


Competencies

Knowledge:
            Computer literate and able to use standard packages.
            Report writing skills.




   MTN SUDAN HR               AB23E724-2BEB-48A9-9676-C2B3C81F67FB.DOC   - 27/07/2012           Page 1 of 2
                                              MTN SUDAN




Skills / physical competencies:
          Service oriented.
          Excellent communication skills.
          Good interpersonal skills.
          Personal organization skills.
          Initiative & flexible.
          Problem solving




   MTN SUDAN HR              AB23E724-2BEB-48A9-9676-C2B3C81F67FB.DOC   - 27/07/2012   Page 2 of 2

								
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