Reference: No.023

Department: CEX & COP

Level: 2H

Location: Kigali, Rwanda

Posted: Nov 20, 2025

Deadline: Nov 26, 2025

Status: Open

About MTN

At MTN RwandaCell, we are not just an organization; we are purpose-led and value-driven. Understanding our people’s needs and aspirations is the key to creating work experiences that delight you daily at work. Our commitment to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life is what sets us apart.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be it is in our DNA.

As an organization, we are on a mission to create an exciting and rewarding place to work. We want our people to be themselves, thrive in a positive environment, and ignite their full potential. We believe in building a workplace founded on relationships and achieving a purpose greater than our own. This is the experience we want you to have with us.

Our commitments go beyond an organizational promise. Our leadership and managerial ethos involve meaningfully partnering with our employees, customers, and stakeholders with a vision to realize our shared goals.

We are delighted you are considering us as your career partner to make a mark in the world. We look forward to your application. Therefore, we are hiring a highly skilled and self-motivated candidate for the Customer Operations and CEX department position below, both internally and externally.

Mission/Core purpose of the Job

• Effective management of the Service center for excellent customer service.

Key Performance Areas

• Overall supervision of MTN upcountry service center.
• Ensuring excellent customer service in the assigned service center.
• Handle and resolve customer complaints submitted to MTN service center.
• Timely escalation and follow up of unresolved customer issues
• Monitoring of franchisee stock levels with respect to sales to avoid stockouts.
• Prepare daily, weekly, monthly, and quarterly service center performance reports.
• Ensuring adherence to MTN internal policies and procedures within the assigned service center.
• Drive and promote MoMo and sales revenue in accordance with service center sales targets.
• Analysis of service center MoMo and sales trend to come up with initiatives to drive growth.
• Ensuring upselling and cross selling of MTN Products and Services among walk-in customers.
• Play the role of level 1 service account manager for MTN HVC and cooperate client base within the area of operations.
• Drive the shop in shop strategy within the service center assigned.
• Support Distribution teams in activation of agents and MoMoPay merchants.
• Training of new and existing service centers and connect shop franchisee staff on MTN products and services.
• Follow up and give maximum support to the connect shops assigned.

Experience

• 5 years of working experience in a Customer Service and/or Retail Sales environment
• Effective management of service center stock.

Education Background

• Bachelor’s degree in business administration, Customer Service Management, Telecommunications, or a related field.

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 26^th Nov 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/