Representative - Customer Service. Commercial Operations SA at MTN

Job Description

Mission/ Core purpose of the Job:

• Ensures that tangible deliverables are met.

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

Minimum Requirements  minimum necessary, and not the ideal / preferred should be included.

Education:

•  Minimum of 1 year diploma (May vary in accordance with specific country Opco qualification standards)
•  Fluent in English and language of country preferable

Experience:

•  Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
•  Experience working in a small to medium organization
• General working conditions (e.g., shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)
• Will be required to work weekends (Saturday 9h0017h00 and Sunday 9h0015h00) as scheduled. Days off will be granted during the week
• Working hours are 9h00 – 18h00 Monday to Friday

KPI Measures

•  Turnaround time.
•  CSI.
•  Sales.
•  Queuing.
•  Stock and cash accuracy (shortages).
•  Customer / consumer complaints.
•  Merchandising standards.