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About the Organisation
Product Support Executive job at Airtel Uganda | Apply Now
Uganda
Airtel Uganda is a leading telecommunications company committed to providing affordable and innovative mobile services that connect people across Uganda and beyond. With a mission to enrich lives and empower individuals and businesses through accessible mobile technology, Airtel Uganda has earned a strong reputation for its high-quality service delivery and customer-centric approach. Known for its dynamic work culture, Airtel Uganda fosters an inclusive environment that values diversity, creativity, and professional growth, making it an attractive employer for individuals seeking a challenging yet rewarding career.
The company offers various job opportunities and flexible work arrangements, emphasizing the importance of work-life balance and career development. Since its inception, Airtel Uganda has continually evolved, expanding its mobile and digital services to meet the growing needs of the Ugandan market. The company’s business model focuses on providing affordable voice, data, and mobile money services, positioning Airtel Uganda as a key player in the region’s telecommunications sector. With a broad customer base and extensive network reach, Airtel Uganda serves millions of subscribers across the country and is recognized as one of the largest telecom providers in Uganda.
Airtel Uganda’s core values of integrity, customer commitment, and innovation guide its operations, while its CSR initiatives focus on education, health, and environmental sustainability. For more information, visit www.airtel.co.ug.
Are you looking for IT jobs in Uganda 2025 today? then you might be interested in Product Support Executive job at Airtel Uganda
Full Time
Deadline:
30 Sept 2025
Job Title
Product Support Executive job at Airtel Uganda
Airtel Uganda
Job Description
The role involves handling disbursement and collection queries, supporting the review and development of Airtel Money processes, and managing subscriber and corporate service requests such as PIN resets, SIM swaps, and account modifications. The Product Support Executive will ensure timely set-up of partners, manage churn, process reversals, and generate corporate statements. The position also requires fraud control management, reporting, and compliance monitoring. The role demands close collaboration with compliance, finance, legal, and business intelligence teams, alongside proactive customer complaint analysis and continuous improvement proposals.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Address channel partner queries on disbursements, collections, and receipts.
Support the development and review of Airtel Money processes and procedures.
Process PIN resets, SIM swaps, account barring/unlocking, password resets, and IP modifications.
Initiate and validate static data modifications in the Airtel Money ecosystem.
Set up new partners and subscribers upon receipt of compliant requests.
Resolve ambiguous settlements for unbalanced transactions after end-of-day processing.
Manage churn in collaboration with the provisioning and business intelligence teams.
Process reversals for off-net and on-net transactions within SLA and compliance standards.
Generate corporate statements upon valid request.
Coordinate quarterly interest payments with compliance, finance, and legal teams.
Manage fraud control tools (SAS, RACE) and handle alerts.
Analyze customer complaints and failures; propose improvements.
Ensure adherence to internal policies, procedures, and fraud prevention.
Provide accurate and timely reports.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor’s degree in Economics, Business, Social Studies, Commerce, or related field.
Postgraduate qualification in business, commercial, or banking is an advantage.
Minimum of 2 years’ experience in customer service, business development, or relationship management.
Skills and Competencies:
Strong communication and interpersonal skills.
Understanding of market and customer dynamics.
Strong analytical and data interpretation skills.
Leadership and organizational skills.
Excellent verbal and written communication.
Ability to work under pressure and meet deadlines.
High integrity, analytical thinking, and problem-solving skills.
