Representative - Customer Service.Commercial Operations SA at MTN

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Task Complexity: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

• Consumer satisfaction.
• In branded store
• accountable for cash and stock
• accountable for sales and meeting sales targets
• accountable for stock shortages
• Provide consumer advice and education / share product knowledge
• Manage stock in store:
• Management of shortages.
• Obsolescence
• Promotional stock merchandising
• Manage operations in store:
• Warranties
• Customer cell phone repairs (where applicable)
• Returns
• OBF’s
• Identify issues and resolve
• Communication, in outlet, and with MTN
• Maintain company’s policies and procedures.
• Manage and account for all cash.
• Conduct actual system transactions eg. activations, suspensions, migrations etc.
• Relevant paperwork and documentation.
• General Customer services: turnaround time, queuing time, accuracy, and productivity.

Supervisory / Leadership / Managerial Complexity: None

Collaboration: Refers to formal and informal relationships

Responsibility towards:

• who are they and what do they receive from the incumbent
• Direct reports,
• Matrix reports,
• key customers,
• key suppliers,
• Relations, etc.