Sales Representative - Service Consultant Technology Information at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job
To ensure continuity and quality of service to MTN EBU high net worth customers.

• 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

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

• Service availability 
• Ensure accurate service inventory throughout the customer lifecycle
• Customer and service take-on to ensure correct service implementation
• Change management pertaining to customer SLA
• Service business continuity and improvement (both from a customer and core perspective

Service unavailability

• Ensure escalation management processes and procedures in relation to the internal management structures
• Ensure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
• Problem management in identifying root causes for non SLA compliance incidents

Service improvement

• Accumulate and assess root cause analysis assessments and recommend corrective measures are in place for SLA compliance
• Coordination and project management of Service Improvement Plans in line with corrective measures
• Escalation management for internal stakeholder in relation to project completion

Customer maintenance

• Customer name/address changes (bill to, ship to, registered office)
• Proactive management of customers Mergers & acquisitions in line with Legal regulatory compliance and customer experience
• Contact management – RICA/authorised signatories, technical contacts, single points of contact, On-site contacts.
• Ensure customer engagement agreement and documented for Business continuity purposes
• Rica compliance for change in company details

Service maintenance

• Manage all non-billing impacting changes – technology, configuration changes, additional IP addresses, telephone numbers etc.
• Manage billing impacting changes – upgrades/downgrades, site moves/migrations, terminations, renewals

SLA compliance

• Analyse and understand customer agreed SLA
• Ensure implementation for mechanism for SLA compliance
• Monthly, quarterly SLA compliance reporting (as per customer engagement agreement)
• Calculate non-compliance penalties, formulate and submit for processing the penalty credit notes (if applicable)
• Ensure that  improvement plan to mitigate SLA penalties and to drive 100% compliance

Customer experience management

• Document and manage customer experience expectations (email, telephonic, written and face-to-face) engagement requirements;
• Summarise the specified turnaround times as per the SLA or customer expectation
• Implement mechanism to meet and manage customer expectation across the customer life cycle

Role Dependencies

• Accountability for the delivery of good quality service and the resultant relationship between the client and MTN Business

Job Requirements (Education, Experience and Competencies)

Education:

• Matric plus 
• 3 year Degree / Diploma in Engineering / Telecommunications

Experience:

• Minimum 3 years Customer Service Management 
• Minimum 5 years in Telecommunication industry, enterprise based  and Fixed line opco

Competencies:

Head - Big Picture Focus

• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent 

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused 

• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others  

Authorities
As per MTN DOA

Collaboration (Formal and Informal Relationships)

Responsibility towards:  

• Direct reports: None
• Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and    given necessary tools to develop, manage and support the products
• Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
• Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology, Customer Service department and  IS departments

QUALIFICATIONS
Education:

• Matric plus 
• 3 year Degree / Diploma in Engineering / Telecommunications 

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.