Job ID

Job Title
Universal Representative: Customer Service Center

To work for
MTN Syria



Field of Work
Customer services

Job Type
Full time

Military service
Not Specified

Minimum Education Level
Intermediate Institute

Core purpose of the job:

Meeting customers and providing them with their requirements as well as promoting MTN products and services being the link between customers and all other company departments.


-Working in fast-growing working environment.
-Ensure a standard quality of work/service.
-Instability and equipment/system failure.
-Sensitively and high attention to details.
-New technology/knowledge/sciences revolution.
-Deal with top-level employees/customers with very high expectations.
-Shortage/Lack of talents, limited sources to recruit professional and experienced candidates.

Task complexity :

-Providing front line customer service through the CSCs.
-Delivering all MTN products and services.
-Signing subscription contracts and all customers related requests and documents.
-Receiving bills cash payments and transferring units to prepaid customers accounts.
-Providing information about new and present services.
-Selling both MTN products and value added services, and perform cross up selling campaigns for special and new services within CSCs and during expositions participations.
-Filling amendment forms, using needed application, and electronic tools (barcode reader, FP device...)
-Delivering daily cash and generating daily financial reports.
-Comply with company/department policies and procedures.
-Register all cases done by the employee on the CRM application
Receive customers complaints and escalate them to the concerned parties in the most sufficient manner.
-Deal with VIP and HVC customers.
-Report alarming cases and complaint to the line manager.
-Comply with Company/Department policy and procedures.


-Preferred: Associate Specialization : Business Administration
-Extra: Bachelor (B.Sc.)


-Preferred: Senior Level: 3 - 5 Years' of related work experience

Specific Vacancy Requirements
Knowledge :

-Company s business and applicable regulations.
-Corporate governance & best practices.
-Overview of MTN Group guidelines.
-Corporate FI Principle

Skills / Physical Competences :
-Languages : English Level: Fluent and Arabic Mother Tongue
Spreadsheet (Microsoft Excel)
Other Microsoft Products (Project Management, SharePoint, Visio, Outlook etc.)
Word Processing (Microsoft Word)

Behavioral qualities:

Communicates Well (Verbal): clearly explains a point of view and the reasoning behind it in either one-on-one or large audience situations.
Diplomatic: is tactful and can communicate in a non-confrontational and polite manner.
Detail-Orientated: is well organized and methodical, pays attention to detail.
Open-Minded: is open to different and sometimes conflicting ideas or concepts and is willing to change accordingly.
Trustworthy: is trusted by others. Can be relied on to keep promises and maintain confidences.

Salary and Benefits
Upon Job Offer

About us
MTN Syria is the leading provider of mobile services, offering cellular network access and business solutions.

In 2007, the new MTN brand was launched in Syria, and thus, introducing a new era of telecommunications in the country.

MTN Syria is part of MTN Group which has launched in 1994, MTN Group is a multinational telecommunications group, operating in 22 countries in Africa and the Middle East.
At the end of December 2014, MTN recorded more than 223.3 million subscribers across its operations.

Required employees number

Posted On
Mar 18, 2019

Expiry Date
Apr 17, 2019


CV Language

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