Agent - Customer Back Office Support Services Customer Experience and Operations at MTN

JOB DESCRIPTION
Operates within Customer Experience and Operations/CXO and is responsible for all MTN second line support across touchpoints that are related (but not limited to) MTN products & services, billing & account management, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc.
Their purpose includes:

• To provide world-class second line support to all-customer touchpoints
• To respond to inbound calls, outbound service campaigns, managing all tickets/cases/emails received end-to-end
• To provide feedback to both the customer and the originating front-line team/agent
• Improved quality of customer support and service provided Customer sentiment conversion and increased customer retention Improved communication and connection with customers Improved efficiency and effectiveness with handling queries and resolving problems Enhanced prioritisation of customer experience and brand perception Increased profit generation

RESPONSIBILITIES
Customer Query Resolution 

• Ensure delivery of CXO objectives in alignment with CXO strategy 
• Provide second line support across MTN. 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 touchpoint and 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 customers once resolution has been achieved
• 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 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
•  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

QUALIFICATIONS

• Grade 12 Minimum of 1-year diploma (or related experience)
• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions. 
• At least 1 years’ experience in a written/electronic customer service environment/second/third line support 
• A written communication assessment score of 80% and above
•  Advantage - Track record of meeting FCR requirements within a customer service environment 
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
• Fluent in English
•  Confidence 
• Resilience 
• Purposeful small talk