About Company
MTN Rwanda is a leading telecommunications company in Rwanda, part of the MTN Group, a multinational mobile telecommunications company operating in many African and Asian countries. Since its establishment in Rwanda, MTN has been at the forefront of connecting people, driving digital inclusion, and empowering communities through innovative mobile and digital solutions. We are dedicated to providing reliable network services, affordable connectivity, and a wide array of products including mobile money (MoMo), data services, and enterprise solutions. Our mission extends beyond just connectivity; we aim to enrich lives by offering a seamless customer experience and fostering economic growth. With a strong commitment to local talent and development, MTN Rwanda prides itself on a dynamic work environment where employees are encouraged to grow, innovate, and make a tangible impact. We believe in customer-centricity, integrity, and the power of collaboration to achieve our vision of a bold, new digital world for everyone. Join us and be part of a team that is shaping the future of communication in Rwanda.
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Job Description
Are you a highly empathetic and articulate individual with a passion for helping people? Do you thrive in a dynamic, customer-focused environment and possess excellent problem-solving skills? MTN Rwanda is seeking dedicated Customer Service Assistants to join our remote Call Centre team, serving our valued customers across Rwanda from the comfort and convenience of your home. As a crucial point of contact, you will be the voice of MTN, providing exceptional support and ensuring customer satisfaction with every interaction. This remote role offers flexibility while maintaining the high standards of service our customers expect.
You will be responsible for handling inbound customer inquiries, resolving technical issues, assisting with account management, and providing information about our diverse range of products and services, including mobile money, data bundles, and network solutions. We are looking for individuals who can listen actively, communicate clearly in both English and Kinyarwanda, and maintain a positive attitude under pressure. This is more than just answering calls; it’s about building relationships, empowering customers with solutions, and representing the MTN brand with professionalism and care. You will be equipped with the necessary tools and training to succeed, ensuring you are fully supported even while working remotely. If you are passionate about customer service and ready to contribute to a leading telecommunications provider, we encourage you to apply and help us connect Rwanda.
Key Responsibilities
- Handle a high volume of inbound customer calls, emails, and chat inquiries with professionalism and efficiency.
- Accurately identify customer needs, clarify information, research every issue, and provide solutions or alternatives.
- Resolve customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Process orders, forms, applications, and requests accurately and promptly.
- Keep records of all conversations in our call centre database in a comprehensible way.
- Manage and update customer accounts as needed, ensuring data accuracy and privacy.
- Educate customers on MTN products and services, promoting relevant offerings where appropriate.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Collaborate with other departments to resolve complex customer issues.
- Maintain a high level of customer satisfaction and strive to exceed customer expectations.
Required Skills
- Proven experience as a Customer Service Assistant or in a similar call centre role (minimum 6 months).
- Excellent verbal and written communication skills in English and Kinyarwanda.
- Strong active listening and problem-solving abilities.
- Ability to multi-task, prioritize, and manage time effectively.
- Proficiency in using CRM software and call centre systems.
- High school diploma or equivalent.
- Reliable internet connection and a conducive home-office environment for remote work.
Preferred Qualifications
- Previous experience in the telecommunications industry.
- A diploma or degree in Business Administration, Communications, or a related field.
- Familiarity with MTN products, services, and policies.
- Experience with remote work tools and collaboration platforms.
- Ability to speak French is an added advantage.
Perks & Benefits
- Competitive monthly salary with performance-based incentives.
- Opportunity to work remotely from the comfort of your home.
- Comprehensive health insurance package.
- Ongoing training and professional development opportunities.
- Career growth potential within a leading telecommunications company.
- Access to the latest remote work technologies.
- Employee wellness programs.
How to Apply
Interested candidates are invited to click on the application link below to submit their CV and a cover letter detailing their relevant experience and why they are a good fit for this remote role at MTN Rwanda. Please ensure your application highlights your proficiency in both English and Kinyarwanda, as well as your experience in customer service.
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