Reference number: 1

Job type: Permanent

Kigali Rwanda

Organisation Name: MTN Rwanda

MTN Level: 2H

Mission/ Core purpose of the Job

New Subscriber provisioning on the network and activation of value-added services both on postpaid and prepaid lines, according to customer requests and approved policies and procedures.

Key Performance Areas:

• Activation of all new Post-paid lines on the network and in Zsmart for proper billing.
• Handles and Processes customer complaints/requests about package changes/migration, additional postpaid lines, contract cancellation, refundable deposits, VAS, reactivation of postpaid lines, etc.
• Works directly with Revenue Assurance and Finance on daily and monthly prepaid loading reconciliations to avoid revenue leakage.
• Handle any billing issues in the final monthly pre-bill run verification and approval process in liaison with the credit control team, Data, IT and EBU.
• Implement revenue assurance and Audit recommendations on risky areas of revenue leakage by ensuring that all postpaid and prepaid lines are correctly provisioned in the system
• Management of promotional lines, ensuring that they are on the right package and are given the promotional airtime as per company approval.
• Preparation of monthly reports on prepaid loadings for Customer operations, Revenue assurance, Finance and EBU.
• Manages the activation process of CUG and the daily update of the group members according to Customer requests.
• Handles the activation process of value-added services on both postpaid and prepaid lines according to customer requests and approved policies and procedures.
• Responsible for verifying and processing customer refundable deposits in liaison with the finance department.

• Monitors and updates staff package by ensuring both permanent and temporally staff lines are correctly provisioned and on the right package as per the company’s HR policy.
• Coordinates Customer Operations with other departments, especially IT, Network, Marketing, Finance, EBU and S&D to ensure that Customer queries are dealt with as quickly as possible.
• Follow up and consult with staff members on the progression of customer queries and escalate unresolved customer issues to the Senior Manager Customer Operations.
• Support both Upcountry Service centers and Kigali Service centers on all issues related to the customer enablement function e.g. provisioning.
• Supervises and puts in place a proper filing system for all postpaid contracts and all other business time documents
• Prepares and provides weekly and monthly reconciliation reports of customer enablement function to the Manager
• Document and implement an efficient and better process flow of customer enablement functions, ensuring no gaps that may lead to customer frustrations.
• Supervises daily and monthly airtime loading of prepaid lines for various corporate companies and all other promotional lines.
• Manages the activation process of value-added services on both postpaid and prepaid lines according to the approved policies and procedures.
• Manages Customer reversals of Mobile Money wrong transfer sent as airtime

Job Requirements (Education, Experience and Competencies)

Education:

• Bachelor’s degree in business management or information technology and any other related fields.
• Training in Customer Service or Project Management

Experience:

• 3 years of working in a customer care environment.

How to apply

All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae with copies of notified academic credentials no later than 23^rd Sep 2025. MTN Website portal: https://www.mtn.co.rw/careers/

We strongly encourage applications from women and/or individuals with disabilities.

Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application unsuccessful. If you encounter any issues when completing the application, reach out to Alozius.Mutamba@mtn.com (+250788319965)

At MTN Rwandacell Plc, we are committed to safeguarding your data privacy. For more information, visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/