Senior Representative - Client Services - Trade Partner Support Enterprise Business Unit at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job:  

• To effectively handle, resolve and escalate where necessary all technical and non-technical calls and emails from Trade, Channel & telesales partners and Trade partner customers in a satisfactory manner. To provide end-to-end support to Trade and Channel Partners and to promote and maintain the image of MTN SA, EBU and Enterprise Client Services.

Context: 

• Rely on a solid base of facts and data to complete tasks
• Highly pressurized environment
• Fast paced operational environment
• Work is procedural and serial in nature with predetermined outcomes
• Work with issues that are clearly defined and the output is concrete and can be completely specified beforehand
• Methods and resources for the work carried out can be completely specified
• ISO9000, 9002
• Service Delivery processes and standards
• New products and services launched
• New developments in technology and enhancement of existing technology
• B2B service delivery

Key Performance Areas:

Task Complexity:

Operational Processes

• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced 
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Work consistently according to standard operating procedures within customer experience contact centres 
• Recommend from time to time way of work that will improve customer experience do our customers

Task execution 

• Courteously and timeously, answer and deal with all inbound telephone calls and emails from BRC (SME), Trade partners, Retail, Telesales partners,    SME Channels and RICA agents.
• Provide end to end support to Trade & Cannel partners  
• Ensure one-stop-shop service delivery to all EBU Trade and Channel partners.
• Ensure that all requests, queries and complaints are accurately analysed, recorded on the system (action manager notes or equivalent), followed up,    dealt with and completed with the appropriate feedback given to the end user
• Ensure that queries and needs of trade and channel partners are attended to as required within procedures
• Ensure that queries are referred/escalated to the correct department when unable to assist
• Escalate queries and anomalies to Trade Partner Supervisor when required
• Ensure that the customer is provided with feedback timeously
• Maintain an accurate log of all queries and correspondence
• Capture clients’ details accurately on the systems.
• Ensure accurate and timeous logging of all queries relating to the Trade Partner support helpdesk
• Differentiate between different types of clients and apply appropriate policies and procedures
• Maintain and validate sensitive customer information in line with security protocols and confidentiality (POPI)
• Build and maintain good customer relationships always
• Use customer service and sales skills to optimise the opportunities presented by each customer contact to up sell or cross sell products and    services
• Effectively handle network coverage, stock and system (Helios online, Radio-active etc ) related requests from Trade partners and channels
• Ensure that troubleshooting is conducted for all technical and complex enquiries 
• Escalate all complex problem to relevant departments and monitor until the problem is resolved
• Act as a liaison between Trade and Channel partner and MTN internal departments
• Unlocking of blocked account 
• Liaise with Credit vetting on the Trade Partner’s behalf
• Follow up on stock allocation and liaise with warehouse on delivery issues on behalf of Trade Partners 
• Force deregistration on relevant numbers 
• Handle activation requests on behalf of the Trade Partners 
• Escalating profile issues that cannot be resolved at first contact
• Investigate and resolve queries relating to deals not loaded on Helios by liaising with product/package creation team
• Where possible educate trade partners about products and services and direct them to the correct resources for self-help where possible
• Keep customers informed of status of their requests queries or complaints timeously
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that customer data is accurately recorded on the system
• Improve methods of carrying out work through on-the-job concrete experience
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
• Support the work performed by others
• Perform ad hoc projects on an occasional basis as required
• Continuously improve knowledge around new technology in cellular telecommunications & best practices
• Perform any general office administration that may be required daily
• Ensure that all administrative procedures are carefully followed

Problem solving

• Address problems on a case by case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organisation 
• Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers 
• Offer input and judgments relevant to own technical expertise and experience
• Refer to the correct department where necessary
• Manage conflict with irate customers
• Base judgement predominantly on knowledge, skills and experience to solve problems
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order    to solve problems

Customer Service (internal / external)

• Ensure that all Trade & Channel partners feel valued and important
• Consider the implications of actions to be taken on the image of the company
• Understand the immediate consequence and impact of activity on the business
• Respond and attend to queries and problems in line with set guidelines
• Escalate unresolved queries timeously
• Deliver first time right service excellence.

Quality Control

• Ensure resolution of problems as far as possible
• Identify processes and procedures where the quality of work may be improved.
• Understand the consequences of not maintaining quality focus and operate appropriately
• Ensure MTN quality standards are implemented correctly. 
• Adhere to prescribed schedules
• Ensure that service levels meet standards

Supervisory / Leadership / Managerial Complexity:

• Take a customer-centric view
• Develop supportive relationships 
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information 
• Assist the business in finding ways to improve service levels
• Live the MTN Brand

Role Complexity:  

• Coaching and buddy training as required
• Provide technical support and training to EBU Trade and Channel Partners
• Provide APN support where required

Lateral Dimensions: 

• Creativities (improvement/innovation inherent)  
• Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible
• Recommend ways to automate processes and procedures wherever possible
• Continuously improve knowledge of latest technology and utilise where appropriate
• Initiate resolution of operational problems
• Find quicker, smarter ways of doing things
• Recommend cost saving activities where possible
• Build professional but friendly relationships with  colleagues and Customers
• Ensure that all customers and callers feel valued and important

Vulnerabilities (control span)

• Reliance on the stability and availability of telephone and network systems
• Incorrect procedures followed
• Incorrect logging of requests or queries
• Unhappy, difficult or irate customers
• Ineffective communication 
• Effectiveness of training

Collaboration:  
Responsibility towards:  

• Direct reports: None
• Matrix reports: Supervisors and Managers
• Key customers: Trade and Channel partners, Owned & Non-owned BRC, Retail Channels 
• Key suppliers: Marketing and Sales, Vetting, IS, Customers, IS, Telephony, NWG, Trade partner management, Technical Services, Retailers, BRC,    Customer Experience, Credit Vetting, Warehouse, DSV, EBU Fulfilment
• Relations, etc.: BRC, Retail, Trade Partners, Customer Experience, Channel and Partner Mananagers

Discretionary Space: 

• Independent thought and Judgment: 
• All work is done according to practical, clearly structured work procedures
• Use information and experience to deliver in-built service excellence
• Judgement exercised on how to deal with difficult situations, irate customers, etc.
• Make judgement calls to ensure front-line service delivery, quality and excellence
• Time keeping
• Improvement of processes and procedures
• Personal presentation in line with company image
• Loading of products on the system within policies, processes and procedures
• Soft suspension and making payment arrangements within policies, processes and procedures

Authorities:

• As delegated

Minimum Requirements 
Education:

• Minimum of 3 year diploma/degree in IT/I.S  
• ITIL

Global Experience Standards 

• Minimum of 2 years’ experience in the area of specialisation; with experience in working with others
• Experience working in a small to medium  organization
• B2B service model knowledge an advantage  

Training

• Computer Literacy
• Telephone Etiquette
• Quality standards
• Procedures and processes
• Systems- Eppix, Siebel, CSNMS, Maintenance, Challenger ,PPS ,Sorb ,MY Contract , Aveska ,Remedy , RTT –on-line, Helios on-line, Helios, Radio-Active

Competencies
Knowledge:

• In-depth knowledge of standard operating procedures
• MTN Value Proposition and business processes
• Dealing with people – customer service
• Handsets and accessories
• Contact Centre knowledge

Skills / physical competencies:

• Quality standards met
• Customer satisfaction 
• Effective implementation of processes and procedures
• Availability, time keeping, attendance and adherence to schedules, authorised breaks, etc
• Calls answered promptly and accurately logged
• Well-presented and well spoken
• Company image promoted and maintained
• Productivity
• Priority setting skills – able to manage time, tasks, tools and outputs in order to meet pre-determined deadlines
• Technical / professional excellence
• Computer literate
• Problem solving skills - practical troubleshooting
• Interpersonal skills
• Conflict management skills
• Communication skills (written / verbal)
• Stress management skills
• Telephone etiquette 
• Ability to coordinate and organise
• Numeracy
• Ability to perform routine work
• Observance
• Able to work independently

QUALIFICATIONS
Education:

• Minimum of 3 year diploma/degree in IT/I.S  
• ITIL