Administrator – Back Office, Call Centre

• Job TitleAdministrator – Back Office, Call Centre
• CompanyMTN Uganda Limited
• DepartmentCustomer Operations
• LocationKampala Head Office
• Vacancies1
• Job ID7819
• LevelMTN Level 2
• DeadlineMonday, 26 October 2026, 11:59pm

MTN Uganda is the country’s largest telecom operator, part of the pan-African MTN Group, offering mobile, data, fintech (MoMo) and enterprise services to millions of Ugandans.

It describes itself as a purpose and value-led organisation focused on giving its “Y’ello Family” a workplace where people can thrive.

The Back Office Administrator coordinates the resolution of all escalated customer complaints within defined parameters, reporting to the Team Leader, Back Office Operations.

Main Job Functions

• Escalate customer issues onward as appropriate.
• Monitor escalated issues and make sure completed cases are followed up and closed on time on ServiceNow and DCLM.
• Liaise with all departments on customer complaints, enquiries and faults and give feedback.
• Process customer rebates or credits as necessary.
• Use the right customer service systems, databases and processes.
• Produce management reports as required.
• Handle customer issues escalated by email and fax within set timeframes.
• Live MTN’s brand values in all dealings with customers and colleagues, and take on extra duties as needed.

Education and Experience

• A minimum of a bachelor’s degree.
• 2 to 3 years’ experience in a customer centre or call centre environment.
• Customer interface experience, in person and/or by phone.
• IT exposure and technical experience from a telecom company.
• Fluent English and one local language.
• Computer literate.

Technical Skills

• Case management: ServiceNow and DCLM.
• Rebates and credits: Accurate processing.
• Troubleshooting: Telecom faults.
• Reporting: Management reports.

Soft Skills

• Telephone etiquette: Professional on calls.
• Negotiation: Calm complaint resolution.
• Decision making: Within set parameters.
• Business writing: Clear email responses.

Salary and benefits are not stated in the advert.

• Join Uganda’s biggest telco.
• Head office role in Customer Operations.
• Build escalation and CX skills.
• Female applicants strongly encouraged.
• Strong pick among administration jobs in Uganda.

Apply through MTN Uganda’s careers portal (Job ID 7819) before 11:59pm on Monday, 26 October 2026. MTN says it uses application documents only for their intended purpose, in line with Uganda’s Data Protection and Privacy laws. See more customer service jobs in Uganda and jobs in Kampala.

• Quote your call centre years clearly.
• Mention ServiceNow or ticketing tools you’ve used.
• Show telecom or IT exposure.
• List your local language.
• Apply before 26 October.