Agent - Retentions and Winback Commercial Operations SA at MTN

JOB DESCRIPTION

• To drive tactical initiatives relating to customer retention (proactive and reactive campaigns). To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with MTN and encouraging retention of existing customers through service excellence

RESPONSIBILITIES

Operational Processes

• Engage with the customers in a professional way as specified in the service standards.
• Ensure customers’ needs and expectations are understood.
• Process the customers' requests in an efficient and effective way.
• Execute on outbound calling to support MTN SA’s pro-active efforts to retain customers in the form of upgrades and/or package migrations
• Customer retention through inbound interactions.
• Provide support to customers on their engagement platform of choice and in accordance to MTN's omni-channel engagement strategy (i.e. voice, email, live chat, social media, in store etc.)
• Optimal use of Save/Retention tools as a means to improve Save rate, increase customer value and improve customer satisfaction
• Pro-active customer engagement based on insight from churn propensity models
• Contact customers that are dissatisfied or are repeat callers to proactively resolve any challenges they have experienced
• Strive to make customers feel valued and important and prevent them from leaving
• Maintain excellent customer relationships Resolve all customer queries efficiently, and within agreed timelines and procedures
• Execute on end to end requirements as it relates to the upgrade journey and associated transactions
• Adherence to the departmental escalation process where applicable.
• Adherence to the prescribed Quality assurance process and scripts.
• Engage with customers through multiple communication channels as applicable to MTN including but not limited too Telephony, Social media, email etc.
• Effective stakeholder engagement both internally and externally.
• Contribute to Team goals and objectives
• Monitor stock requirements and inform supervisor
• Perform ad hoc projects on an occasional basis as required
• Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Comply with governance in terms of legislative and audit requirements
• Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
• Customer Service (internal / external) Ensure that all MTN customers feel valued and important
• Provide accurate advice and information to customers and adhere to quality standards
• Consider the implications of actions to be taken on the image of the company
• Understand the immediate consequence and impact of activity on the business
• Respond and attend to queries and problems in line with set guidelines
• Escalate unresolved queries timeously

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. 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 Verbal and written communication Confidence Resilience Purposeful small talk