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  • Posted: Jul 25, 2017
    Deadline: Not specified
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    MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Throug...
    Read more about this company

     

    Customer Representative

    Job Description

    Brief Description

    • To provide innovative solutions, execute merchandising plans and maintain MTN standards for optimum performance of stores in alignment with Informal channel strategies.
    • To provide day-to-day training and communication of merchandising plans, including execution, support and guidance to the distributors in the assigned region,
    • To meet or exceed retention and acquisition targets by providing exceptional customer centric service
    • To ensure alignment in the stores to MTN standards.

    Detailed Description

    • The implementation and execution of innovative solutions and service excellence to ensure effective sales and promotions 
    • To execute innovative merchandising plans, including roll out of plans and promotions to distributors
    • Ensure that all promotions and plans are correctly implemented
    • To train, assist, communicate the plans and products, product promotions, systems, services, customer experience, promotions, and assist where necessary to ensure they are correctly and effectively implemented as well as anything required by MTN to be taught at a distributor level
    • Monitor alignment to current promotions and incentives
    • Comply to regular call cycle for store visits (typically every 2 weeks)
    • To understand, anticipate and capitalise on changes in consumer behaviour
    • Drive relationships with distributors, in order to execute merchandising
    • To achieve measurable results in Sales via the execution of solutions and service excellence.
    • Execute merchandising cycle of visual and point of sale merchandising via standardised processes, policies and procedures to provide seamless customer service and experiences.
    • Consider local conditions, as well as competitor activity to create competitive advantage
    • Ensure consistent merchandising and layout collaborating with Marketing for look and feel and with Sales Operations Supervisor for design elements
    • Ensure that all merchandising complies with MTN standards and ensure adherence and consistency of application to PPPs
    • Deal with escalated queries from stores and ensure resolution.
    • Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice
    • Identify and recommend innovative ways to enhance the consumer channel performance and marketing mix
    • Understand, and implement innovate ways, and local requirements and action plans for the different regions in relation to the execution and implementation of the strategy and also liaise with the approved stake holders.
    • Ensure compliance of strategy to the Informal channel and implement remedial action for non-complianceRelationship building and maintenance
    • Build and maintain relationships with all stake holders
    • Follow up on and respond to all queries and ensure effective resolution at store level
    • Maintain good communication and relationships with all areas of the Informal Channel Report Generation
    • Ensure regular feedback to management on all distributor and merchandising activities
    • Provide inputs for the preparation of channel related process documents.
    • Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.
    • Complete reports on a daily / weekly/monthly as required by businessBudget Management
    • Ensure all expenditure is in line with the agreed budget
    • Identify areas where money is lost and seek ways to reduce expenditure
    • Identify opportunities to generate additional revenueCompliance
    • Ensure that all promotional material and all posters, advertising and communication media are compliant and consistent across distributors
    • Ensure that all marketing material meets the MTN standards and is current
    • Conduct a thorough quality control and correct any discrepancies
    • Where constant problems occur, remediate and resolve and conduct additional training of necessary
    • If necessary, report non-complianceTraining
    • Conduct on the job training at store level
    • Ensure that thorough communication and effective training is delivered
    • Ensure that a consistent message meeting is delivered of MTN standardsSupervisory / Leadership / Managerial Tasks: • Build professionalism, loyalty and commitment to the organization
    • Ensure compliance of owned and non-owned stores to MTN standards and procedures and escalate if necessary
    • Communicate actively and effectively resolving any potential conflicts that may arise
    • Monitor distributor progress and report on sales and market share
    • Build and enforce a customer centric approach
    • Build employee relations and collaborative teamwork 
    • Have the self insight and flexibility to adapt to different situations
    • Manage boundaries that separate units in order to optimise workflow
    • Live the MTN Brand – change and influence employees behaviour

    Job Requirements

    Education:

    • Diploma in commerce(Administration/communication) or relatedExperience
    • Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
    • Experience working in a small to medium organization Training
    • Procedures and processes
    • Products and Services
    • Systems training
    • Project management
    • Marketing
    • Effective sales training

    Additional Details

    • Head - Big Picture Focus (20)
    • Conceptual Thinker -  Executes tactical plans to achieve strategic requirements
    • Problem Solver -  Has the mental agility to identify and solve relevant business challenges
    • Improvement Driver - Executes and identifies opportunities for commercial innovation and continuous improvementHeart – Emotionally Intelligent (30)
    • Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
    • Supportive People Manager -  Is self-aware and supports team capability development through opportunity creation for realising potential
    • Relationship Manager  -  Builds professional networks across teams through collaboration and co-operation
    • Hands – Results Focused (40)
    • Results Achiever -  Produces sustainable business results through ethical practices
    • Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others

    Method of Application

    Interested and qualified? Go to MTN on e-business-hub.mtn.co.za to apply

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