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)

Key Deliverables

• 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.

Job Requirements (Education, Experience and Competencies)

Education:

• Senior Certificate (Completed) 
• Fluent in English and language of country preferable

Experience:

• Minimum of 2 years’ experience in an area of specialisation; with experience in working with others
• Experience working in a small to medium organization

Competencies:

Head - Big Picture Focus (5)

• Solution Provider - Executes task in relation to tactical plans
• Problem Solver - Learns from others and draws on past experience to solve challenges
• Quality Enabler - Executes on commercial practices and identifies areas of continuous improvement

Heart – Emotionally Intelligent (15)

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours 
• Caring People Employee - Is self-aware and takes accountability own personal development to realise full potential 
• Relationship Manager - Champions the MTN brand

Hands – Results Focused (60)

• Results Achiever - Delivers individual results and support team objective
• Operationally Astute - Organizes work to deliver on daily priorities and plans

Authorities
As per MTN DOA

Collaboration (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.

QUALIFICATIONS

• Senior Certificate (Completed)
• Fluent in English

ABOUT THE TEAM
The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

Key roles that the Human Resources team performs:

• Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
• Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
• Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
• Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
• Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.