Responsibilities

Customer Query Resolution

Ensure delivery of CXO objectives in alignment with CXO strategy
Provide second line support across all MTN channels. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management,
credit control, collections, sales, partner & channel support, customer retentions, MNP, handset collections & delivery, fraud, device & technical enquiries as well as network
coverage enquiries
Acknowledge and resolve all queries received end-to-end providing feedback to both the originating channel and/or the customer within the agreed turn-around-times and set
service level agreements. Focus on sentiment conversion and customer retention
Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for channel and/or customers once
resolution has been achieved
Assist Branded Channel with Service and Support in store where and when required
Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual
disputes are at play
Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
Use relevant tools to support channel and sales team as well as customers on product, system and process knowledge
Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
Meet service quality standards as outlined
Drive self-service adoption through customer education
Identify potential threats to brand and execute the brand emergency process timeously
Provide ad-hoc customer service upskilling and knowledge transfer to sales and channel teams
Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Operational Processes and Procedures

Adhere to all PPPs defined for MTN SA, which may cut across functional areas
Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
Adhere to the CXO Standard Operating Procedure
Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
Attend to queries and needs of internal and external customers as required within set procedures
Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
Ensure that standards are always in place around brand identity when it comes to engagement
Where possible educate customer on policies, procedures, and standards
Assist in preventing credit risk and fraudulent activity by following procedures carefully
Ensure that all administrative procedures are followed

Profit Driving

Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
Converse & engage with customers around MTN offerings
Make concerted efforts to retain MTN Customers upon cancellation request
Recover the service where customers complain about service, product, process issues
Proactively engage customers on all active planned campaigns
Proactively educate and inform customers about MTN’s self-help/digital service offerings
Update customer details (email, contact number) on all customer contacts

Quality Control and Continuous Improvement

Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve
customer service and support provided, and identifying trends
Assist the business in finding ways to improve service levels. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process
and customer service standards.
Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
Provide insights on top trends and make recommendations to the CXO Management
Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
Legal, Corporate Affairs, Regulatory, etc.

People & Culture

With input from leader, create personal development plans
Ensure understanding and alignment of own KPAS and KPIs
Take ownership of own performance and identify training needs. Have performance discussions with leader
Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first
choice
Establish and build professional and sound relationships with colleagues, customers, and service providers
Forge relationships throughout the entire service operations division to maintain and improve performance

Qualifications

Education:

Grade 12
Minimum of 1-year diploma (or related experience)

Experience: 

Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions
Advantage - Track record of meeting FCR requirements within a customer service environment
Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures