Online channels and social media specialist | MTN وظائف

Online channels and social media specialist | MTN وظائف

Online channels and social media specialist | MTN وظائف
Online channels and social media specialist | MTN وظائف

Job Category:
Customer Care
Customer Experience & Operations
Al- Khartoum
Job Summary:
• Supervise and lead a team of Agents providing customer service and support to subscribers and prospective clients over the telephone


  • Manage and direct the daily activities of online channels and social media agents
  • Manage mobile money contact centre in alignment with quality measures and KPIs
  • Supervise, plan, and manage functions concerned to online channels and social media agents environment.
  • Monitor and Supervise MTN social media channels (Facebook- what sap – twitter –instegram web site. MY MTN app. etc) and ensure response customers inquires and comments within SLA .
  • Act as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
  • Carry out performance measurement, monitoring, and evaluation of all agents to improve the efficiency.
  • Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job
  • Generate daily statistics reports.
  • Lead the team to achieve the department’s pre-established objectives.
  • Review subordinates performance and set developmental plan.
  • Ensure that internal procedures are correctly interpreted, properly maintained and effectively administered.
  • Follow-up with team to insure efficiency and productivity.
  • Coordinate with the quality team to ensure customer satisfaction.
  • Coordinate with the CEX team to achieve NPS target.
  • Communicate and coordinate with other departments in order to better serve customers.
  • Ensure appropriate preventive and corrective action to maintain standards of quality and subscriber satisfaction.
  • Ensure efficient coordination between the team members.
  • Report to the Call Center Manager any alarming complaints and valuable information.
  • Provide support to the other CR departments requested by line manager.
  • Perform Ad-Hoc duties as assigned by management.
  • Be responsible for maintaining the information security of MTN physical or information assets that they access, use, or manage as per the company policies
  • Follow up difficult cases and insure their resolution in the most efficient manner

Special Notice:

MTN Sudan provides equal opportunity, fair and equitable treatment in employment to all people without regard to, race, gender, social origin, Color, age, disability, religion, conscience, belief, political opinion, culture, language, marital status and family responsibility.

Job Requirements:
• Bachelor degree in Business Administration or any related field. • Minimum of 2-3 years of related working experience. • Call Center experience is a must.

Required Skills:
• Excellent communication skills. • Good interpersonal skills. • Initiative & flexible. • Report writing skills.

Closing Date:
Monday, January 17, 2022

  • اذا كان ليس لديك الوقت او المعرفة الكافية يمكننا التقديم لك في هذه الوظيفة مقابل 500 جنية فقط 
  • يمكنك التواصل معنا عبر الواتساب على الرابط المباشر :

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