Agent - Retentions Customer Operations at MTN

Responsibilities
Task Complexity:

• Operational Processes
• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Work consistently according to standard operating procedures

Task execution

• Answer inbound customer cancellation communications with the objective to saving and retaining the customer.
• Outbound communication to customers who are due to cancel their contracts with the objective to saving and retaining the customer
• Responding to customer inquiries via available systems with the objective to saving and retaining the Supersonic customer
• Contact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc.
• Use of the various saves tools to save customers, retentions playbook.
• Initiate dial campaigns to discourage customers from “churn”
• Strive to make customers feel valued and important and prevent them from leaving
• Maintain excellent customer relationships
• Attend to queries and needs of customers as required within procedures
• Process upgrade documentation when a customer has decided to upgrade
• Escalate any anomalies or problems to management
• Draw up comprehensive action manager notes for all transactions
• Compile daily productivity reports as required
• Improve methods of carrying out work through on-the-job concrete experience
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
• Support the work performed by others
• Continuously improve knowledge around new technology in telecommunications
• Deal with inbound and outbound calls
• Attend to correspondence via all channels required
• Perform ad hoc projects on an occasional basis as required

Problem solving

• Address problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organization
• Sort, accumulate and analyze information about a particular situation or problem to assist with problem solving
• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
• Offer input and judgments relevant to own technical expertise and experience
• Base judgement predominantly on knowledge, skills and experience to solve problems
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order to solve problems

Customer Service (internal / external)

• Ensure that all Supersonic 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
• Ensure quick and accurate processing of customer queries
• Deliver first time right service excellence – “Do it right the first time”

Schedule adherence & timekeeping

• Ensure adherence to planned schedules
• Ensure that all service levels are met including call answer rate, abandonment ratio, average handled time, call work, breaks, adjustments, personal time, unavailable, dispositions, csat, nps etc.

Quality Assurance

• Ensure that quality assurance targets are achieved
• Ensure that all customer communications are done in a compliant fashion via adhering to the call guide and scripts.
• Ensure that customers are provided accurate information with regards to their products and services
• Ensure that customers are provided the required legal information that is required by law and Supersonic policies
• Ensure that customers are provided the required legal information that pertains to their contracts
• Identify processes and procedures where the quality of work may be improved.
• Understand the consequences of not maintaining quality focus and operate appropriately
• Ensure Supersonic quality standards are implemented correctly.

Qualifications
Education:

• Matric
• Certificate/ Diploma in Commerce (Marketing/Communications or related) will be an advantage.
• Global Experience Standards 
• Minimum of 2 years’ experience in a area of specialization; with experience in working with others
• Experience working in a small to medium organization