Omni Channel at MultiChoice

Tasks

Customer Relations

Effortless Customer Experience Delivery

• Ensure delivery of customer service objectives.
• Own & resolve customer issues as comprehensively as possible on first contact.
• Be a brand ambassador of DStv, create a positive image to the customer, and manage impact to brand on digital platforms.
• Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
• Adhere to the set Customer Care processes and business procedures.
• Read and adopt 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.
• Meet service quality standards as outlined.
• Drive customer usage by educating customers on self-service and digital service platforms.

Sales Activities

• Generate quality leads to ensure that the required conversion ratios are achieved.
• Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.
• Converse & engage with customers around DStv VAS offerings.

Retentions and Service Recovery Activities

• Retain DStv Customers upon cancellation request.
• Effect outbound proactive retentions campaigns.
• Recover the service where customers complain about service, product, process issues.
• Identify any activities that may have potential negative impact to the
•  MultiChoice brand and escalate via the defined escalation processes.

Customer Relationship Management

• Proactively engage customers on all active campaigns and service disruptions.
• Update customer details (email, contact number) on all customer contacts.
• Utilize consumer profiling analytics to complete any targeted campaigns.
• Actively campaign the CVM calendar to clients where applicable.

Omni Channel Service Delivery

• Adhere to the MultiChoice social media policy and the MultiChoice Digital
• Care SOP’s
• Interact with customer on multiple platforms (Inbound voice, outbound voice, Digital Platforms)
• Drive customer usage by educating customers on self-service and digital service platforms.
• Proficiency in digital language (Live Chat, Social Media, WhatsApp and Email)

Collaboration 

Teamwork

• Work within a team to deliver on performance objectives.
• Support peers and provide expertise to help in sustaining good performance.
• Share relevant product, system, process information with peers as and when required.
• Foster healthy, productive working relationships with peers.

Training and Development

• Ensure that skill & knowledge gaps are closed by participating in online learning.
• Ensure that training on new products, services & processes is completed.
• Attend relevant training from time to time to develop customer service skills.
• Work on objectives of own Personal Development Plan as agreed with Team Leader.
• Participate in self-learning to support all technical requirements of MultiChoice products.
• Participate in self-learning to improve customer conversations around DStv content.
• Participate in self-learning to uplift customer service & sales performance.
• Take regular knowledge assessments and work with Team Leader to address gaps.
• Take ownership of self-development and career progression, supported by Team Leader.

Performance

• Meet set performance standards & KPIs.
• Take ownership of own performance and partner with Team Leader to close gaps.
• Regularly review own performance on the Reward & Recognition dashboards.
• Take responsibility to highlight obstacles to Team Leader that impedes own performance.
• Ensure that service levels are met by adhering to planned schedules & shifts.

 Qualifications

• A Matric Certificate or NQF 4 Equivalent

Experience 

• A minimum of 1-2 years Customer service experience
• Sales Experience: Advantageous