Administrator - Billing.Customer Operations

Job Summary

MTN Uganda is hiring a contract Administrator – Billing in Customer Operations. The position assists the Billing Supervisor in verifying postpaid invoices, performing mid-month mock billing checks, validating manual content invoicing, resolving billing disputes, and analyzing data using MySQL and Excel to mitigate revenue loss. Applicants require a Bachelor's degree in Business Computing, Statistics, or BBA, alongside 2 years of relevant experience.

Key Roles & Operational Responsibilities

1. Postpaid Bill Verification & Error Elimination

• Invoice Auditing: Assist the Billing Supervisor in checking monthly postpaid bills using pre-determined sample sets to identify, report, and eliminate billing errors.
• Mock Billing Verification: Conduct mid-month (mock) bill verifications to catch major system errors early, escalating issues to the IT department for technical resolution before end-of-month bill runs.
• Content Invoicing & Archival: Validate content manual invoicing for clients each month and maintain structured digital archives of content data usage records.

2. Billing Dispute Resolution & Customer Operations

• Query & Dispute Handling: Provide timely feedback and resolution for customer billing disputes, inquiries, and queries to maintain high customer satisfaction.
• Invoice Delivery & Address Management: Update and audit customer billing addresses (physical and email) on the billing system. Manage undelivered/bounced bills, coordinate re-deliveries, and liaise with credit controllers.
• Corporate Services: Execute Corporate Caller Ring Back Tone (CRBT) activations upon client request and payment confirmation.
• Client Engagement: Conduct targeted visits to key postpaid client premises and outbound survey calls to evaluate invoice quality and accuracy.

3. Data Analytics & Performance Reporting

• Data Analysis: Leverage MySQL, pivot tables, and advanced Excel functions to analyze billing data, track anomalies, and identify root causes of billing disputes.
• Performance Monitoring: Prepare accurate daily, weekly, and monthly operational reports to track billing accuracy, dispute turnaround times, and revenue mitigation metrics.

Foundational Capabilities & Prerequisites

Required Qualifications & Competencies

• Academic Background: Earned Bachelor's degree in Business Computing (BCom), Statistics, Business Administration, or a closely related quantitative field.
• Work Experience: Minimum of two (2) years of hands-on experience in a busy customer operations or billing environment within telecommunications or a service-driven industry.
• Technical & Soft Competencies:
  • Proficiency in data analytics tools including MySQL, advanced Excel, and pivot tables.
  • Solid understanding of digitalized invoicing products, billing systems, and revenue assurance practices.
  • Experience handling direct customer interfaces across email, phone, and in-person visits.
  • Strong attention to detail, quality focus, and ability to work under tight deadlines with minimal supervision.

Why Join MTN Uganda?

• Leading Telecom Brand: Work with the market leader in Uganda’s telecommunications sector as part of the vibrant "Y’ello Family".
• Data Privacy & Equal Opportunity: Thrive in an inclusive workplace committed to gender equality (female candidates strongly encouraged) and full compliance with Uganda's Data Protection & Privacy Laws.
• Career Growth: Expand your expertise in telecom billing systems, big data analytics, and revenue assurance within a dynamic corporate environment.

Skills Required:

• Economics / Statistics
• Sales / Marketing / Business / Management