About Company
MTN Rwanda, a part of the MTN Group, is a leading telecommunications company committed to connecting Rwanda and empowering its people through innovative digital solutions. With a vast network and a passion for customer satisfaction, we deliver world-class mobile money services, internet connectivity, and voice communication to millions across the nation. We believe in creating a vibrant work environment that fosters growth, collaboration, and a deep sense of purpose. Joining MTN means being part of a dynamic team dedicated to making a tangible difference in the lives of our customers and the communities we serve.
Job Description
Are you a highly empathetic, solution-oriented individual with a passion for helping people? Do you thrive in a dynamic, customer-focused environment and possess excellent communication skills? MTN Rwanda is seeking dedicated and enthusiastic Customer Service Representatives to join our growing remote team in Rusizi, Western Province. This is an exciting opportunity to be the voice of MTN, providing exceptional support to our valued customers from the comfort of your home, with the added benefit of flexible scheduling.
In this pivotal role, you will be the first point of contact for our customers, assisting them with a wide range of inquiries related to our products and services, including mobile money, data bundles, network connectivity, and general account management. You will play a crucial role in building customer loyalty by delivering prompt, accurate, and personalized solutions, transforming challenges into positive experiences. While working remotely, you’ll be an integral part of our team, participating in virtual meetings, training sessions, and continuous improvement initiatives to enhance your skills and contribute to our collective success. We value adaptability, a proactive approach, and a genuine desire to go above and beyond for every customer interaction. If you are eager to contribute to a leading telecommunications brand and embrace the future of work, we encourage you to apply.
Key Responsibilities
- Respond to customer inquiries via phone, chat, and email in a professional and timely manner.
- Diagnose and resolve technical issues, service queries, and billing concerns effectively.
- Provide comprehensive information about MTN products, services, and promotions.
- Educate customers on self-service options and digital tools available.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Escalate complex issues to appropriate departments for resolution when necessary.
- Adhere to company policies and procedures, ensuring compliance and data security.
- Actively seek to understand customer needs and provide tailored solutions to enhance satisfaction.
Required Skills
- Fluency in Kinyarwanda and English (written and spoken)
- Strong verbal and written communication skills
- Excellent active listening and problem-solving abilities
- Proficiency in basic computer applications and navigating multiple systems
- Ability to work independently and manage time effectively in a remote setting
- High level of empathy and a patient, customer-centric approach
- Reliable internet connection and a conducive home working environment
Preferred Qualifications
- Previous experience in a customer service or call center role, preferably in telecommunications
- Familiarity with CRM software (e.g., Salesforce, Zendesk)
- Ability to speak French is an added advantage
- A diploma or degree in a relevant field (e.g., Business Administration, IT, Communications)
Perks & Benefits
- Competitive salary package and performance-based incentives
- Flexible working hours to promote work-life balance
- Comprehensive health insurance coverage
- Generous data and airtime allowances
- Opportunities for professional development and career advancement
- Access to ongoing training and skill-enhancement programs
- Supportive remote work culture and virtual team engagement activities
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your resume highlights relevant experience and skills that match the requirements of this role. Only shortlisted candidates will be contacted for further assessment. We encourage you to apply promptly.