Representative - Enterprise Client Service - Assurance - Small Medium Enterprise Commercial Operations SA at MTN

RESPONSIBILITIES:

1. Mission/ Core purpose of the Job

• The purpose of the role is to provide a point of presence and also a well-managed service delivery and support to EBU Clients

2. Context (Global influences, environmental / industry demands, organisational mission etc.):

• Fast moving industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and     delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused
• Understanding and building customer relationships
• Rapidly changing technologies
• Highly competitive environment where customer service and experience is a key differentiator

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

• Operational effectiveness
• Provide “front-end” support to all clients, delivering effective, timeous and proper management and routing of all incoming calls to the helpdesk.
• Accurately log and allocate all calls received telephonically and via e-mail into the company ticketing system, ensuring compliance to SLA parameters with strict timelines.
• Escalate calls to the Support Centre Supervisor where necessary.
• Liaise with and provide frequent feedback to clients on status of faults logged.
• Confirm that client is satisfied with fault resolution before clearing of ticket and then ensure that they are closed with full and accurate resolution descriptions in the ticketing system.
• Monitor all open tickets to ensure that they are correctly escalated and are being dealt with to adhere to   SLA terms at all times.
• Ensure that Stock Distribution is in line with customer order and within agreed SLA 
• Ensure that activations of new lines are done accurately and in line with agreed SLA 
• Updating customer details on the relevant systems

Service enhancement:

• Manage incoming client queries, ensuring customer satisfaction in a demanding environment 
• Communicate effectively with customers, colleagues and management especially in time of crisis 
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Ensure a customer-centric approach.

Customer Service:

• Quality Assurance and Quality Control of all requests by customers
• Maintain Corporate Customer Relationships by regular engagement with customers
• Ensure that all service requests are processed as per agreed SLA
• Ensure customers are kept updated and informed on progress of requests
• Collaboration with all other support teams within EBU and MTN
• Adopt a proactive approach to prevents problems from arising in the future 
• Ensure delivery on customer specific adhoc requirements
• Manage, monitor and control customer related systems, efficiencies,
• Identify customer trends / patters pertaining to customer needs and filter this information through to correct departments within EBU
• Manage customer lifecycle from on boarding to exit

Reporting 

• Report all Telco line failure faults to Telco service providers and following up on resolution.
• Report and follow up on all VAS and GPRS related calls, escalating / routing these to the appropriate service provider and following up on their resolution.
• Communicate actively and effectively to resolve any potential conflicts that may arise, sharing and providing relevant information.

Key Deliverables

Role Dependencies

• Engage in ad-hoc projects as and when expertise is required.
• Alert recurring system problems to reduce credit notes value.
• Providing training where necessary.
• Give professional advice or assist staff Ad-hoc and requests related to Business improvement 

Technical Product knowledge;

• Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible 
• Recommend ways to automate processes and procedures wherever possible 
• Knowledge sharing to improve team competency.
• Suggest concrete ways to improve productivity and to improve resource utilization 
• Establish sound relationships with staff and customers
• Recommend cost saving activities 
• Ensure that all clients feel valued and important.
• Implement cost saving activities
• Recommend creative and innovative solutions to enhance MTN SA’s Performance
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• Constantly and proactively look for ways to offer and maintain good customer relations
• Develop solid relationships with helpdesk staff, technical support helpdesks and support staff at partners / vendors / suppliers
• Continuous look for ways to streamline work flow and improve efficiency.
• Apply industry (Telco and Contact Centre Industries) best practices.
• Implement customer centric processes

4. Job Requirements (Education, Experience and Competencies):

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

5. Authorities

• As per MTN DOA

6. Collaboration (Formal and Informal Relationships):

Responsibility towards:  

• Key customers: 
• Key suppliers: