Service Centre Controller
2025-11-05T18:22:38+00:00
MTN Zambia
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https://www.greatzambiajobs.com/jobs/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Telecommunications
Management
2025-11-12T17:00:00+00:00
Zambia
8
At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.
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 organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Job Title: Service Centre Controller
Mission:
To manage the Service Centre, providing customer centric, cost–effective service in order to increase the overall sales performance of MTN Zambia.
Under the supervision of the Manager – Customer Service, below are the Key Job Responsibilities:
- Translates unit business plan into annual service centre plan, ensuring that the teams have the required product stocks, information and resources required to achieve service centre objectives;
- Ensures the MTNZ policies, processes and procedures are well disseminated amongst service centre staff to facilitate effective customer service;
- Ensures that brand corporate identity, retail visual identity and merchandising standards are maintained within the service centre;
- Manages the service centre team towards objectives set, ensuring that the teams comply with policies, processes and procedures, and meet customer service and performance standards. Monitors the performance of staff and any corrective action agreed;
- Conducts regular quality reviews to proactively highlight and address gaps in service delivery;
- Manages the resolution of escalated queries and complaints, ensuring that these are resolved within service level standards;
- Conducts reconciliation of stocks and cash at the service centre according to policy and procedures;
- Ensures that cash is banked on a daily basis as per policy and procedure;
- Liaises with other departments to facilitate adequate service provision within the service centre;
- Prepares and submit weekly and monthly performance reports on a timely basis;
- Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance;
- Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards;
- Carries out any related duties that will advance the mission of the job.
Candidate Requirements:
- Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
- Sales/Marketing/Business or equivalent professional Diploma;
- Three (3) years proven track record in sales / marketing;
- Experience in Administration and Operational Management;
- Telecommunications experience;
- Excellent communication skills (both written and verbal) to work cross-functionally
Translates unit business plan into annual service centre plan, ensuring that the teams have the required product stocks, information and resources required to achieve service centre objectives; Ensures the MTNZ policies, processes and procedures are well disseminated amongst service centre staff to facilitate effective customer service; Ensures that brand corporate identity, retail visual identity and merchandising standards are maintained within the service centre; Manages the service centre team towards objectives set, ensuring that the teams comply with policies, processes and procedures, and meet customer service and performance standards. Monitors the performance of staff and any corrective action agreed; Conducts regular quality reviews to proactively highlight and address gaps in service delivery; Manages the resolution of escalated queries and complaints, ensuring that these are resolved within service level standards; Conducts reconciliation of stocks and cash at the service centre according to policy and procedures; Ensures that cash is banked on a daily basis as per policy and procedure; Liaises with other departments to facilitate adequate service provision within the service centre; Prepares and submit weekly and monthly performance reports on a timely basis; Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance; Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards; Carries out any related duties that will advance the mission of the job.
Grade 12 certificate with 5 credits or better of which English and Mathematics are a must; Sales/Marketing/Business or equivalent professional Diploma; Three (3) years proven track record in sales / marketing; Experience in Administration and Operational Management; Telecommunications experience; Excellent communication skills (both written and verbal) to work cross-functionally
JOB-690b95ee02625
Vacancy title:
Service Centre Controller
[Type: FULL_TIME, Industry: Telecommunications, Category: Management]
Jobs at:
MTN Zambia
Deadline of this Job:
Wednesday, November 12 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Wednesday, November 5 2025, Base Salary: Not Disclosed
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JOB DETAILS:
At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.
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 organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Job Title: Service Centre Controller
Mission:
To manage the Service Centre, providing customer centric, cost–effective service in order to increase the overall sales performance of MTN Zambia.
Under the supervision of the Manager – Customer Service, below are the Key Job Responsibilities:
- Translates unit business plan into annual service centre plan, ensuring that the teams have the required product stocks, information and resources required to achieve service centre objectives;
- Ensures the MTNZ policies, processes and procedures are well disseminated amongst service centre staff to facilitate effective customer service;
- Ensures that brand corporate identity, retail visual identity and merchandising standards are maintained within the service centre;
- Manages the service centre team towards objectives set, ensuring that the teams comply with policies, processes and procedures, and meet customer service and performance standards. Monitors the performance of staff and any corrective action agreed;
- Conducts regular quality reviews to proactively highlight and address gaps in service delivery;
- Manages the resolution of escalated queries and complaints, ensuring that these are resolved within service level standards;
- Conducts reconciliation of stocks and cash at the service centre according to policy and procedures;
- Ensures that cash is banked on a daily basis as per policy and procedure;
- Liaises with other departments to facilitate adequate service provision within the service centre;
- Prepares and submit weekly and monthly performance reports on a timely basis;
- Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance;
- Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards;
- Carries out any related duties that will advance the mission of the job.
Candidate Requirements:
- Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
- Sales/Marketing/Business or equivalent professional Diploma;
- Three (3) years proven track record in sales / marketing;
- Experience in Administration and Operational Management;
- Telecommunications experience;
- Excellent communication skills (both written and verbal) to work cross-functionally
Work Hours: 8
Experience in Months: 36
Level of Education: associate degree
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