Agent - Written Correspondence and Live Chat Commercial Operations SA x3 at MTN

Responsibilities

Leading Customer Experience

• Ensure delivery of day-to-day customer service delivery in alignment with CXO strategy
• Execute consistent delivery of all contracted KPIs (individual, business unit and shared KPIs) with a key focus on sentiment conversion and customer retention
• Operate across all Written Correspondence touchpoints (email & WhatsApp) and within the Outbound Contact Center as dictated through Standard Operating Procedures (SOP), and in alignment with quality standards
• Provide first line support across Written Correspondence, responding to enquiries that include topics related to (but not limited to) MTN products & services, billing & account
  management, MFS, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc.
• Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated to second line support in line with the escalation processes
• Adhere to channel designation through work-force-planning and KPI’s
• Offer innovative solutions to customers, while adhering to the PPP’s and keeping within the parameters of key legislature and business rules
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
• 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.
• Drive self-service adoption through customer education
• Identify potential threats to brand and execute recovery processes timeously
• Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
• Justify & record all actions that require budget/finance such as credits and refunds. Ensure service recovery cost is justified in terms of customer retention
• Where 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.
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

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
• Update customer details (email, contact number) on all customer contacts

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 and abide by the MTN employee code of conduct
• 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)
• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• 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

Quality Control and Improvement

• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• Maintain process standards to enhance the customer experience and ensure cost efficiency
• Identify processes and procedures where the quality of work can be improved
• Analyse situations and take the necessary action to ensure quality is maintained
• Provide insights on escalations and make recommendations to the CXO Management to ensure continuous improvement and proactive solutions are put in place.
• Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process and customer service standards
• Make outbounds calls where relevant and as stipulated in the CXO SOPs to ensure FCR
• Drive positive customer experiences by resolving issues where the business has failed (recovery)
• Ensure service recovery costs are justified in terms of customer retention
• Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
• Continuously improve knowledge around new technology in cellular telecommunications & best practices
• Optimise the opportunities presented by each customer contact to up sell or cross sell products and services.
• Adhere to all continuous improvement and innovation at policy, process, and procedural level for social media operations

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.
• 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
• Knowledge of sales techniques and telephone etiquette