Specialist - Premium Relationship Management.Commercial Operations SA at MTN

JOB DESCRIPTION

The Specialist: Premium Relationship Management serves as the single point of contact for premium clients through the entire lifecycle of a customer (from onboarding to retention/cancellation). Specialist: Premium Relationship Management act as client advocates and work with internal departments to ensure that client needs are understood and satisfied. They may assist with making sales, handling client complaints, collecting and analyzing data, and improving the overall customer experience.

The Specialist: Premium Relationship Management is responsible for maintaining the customers' loyalty. As such, customer account managers are expected to provide first-class service to their customers. This includes providing them special promotions related to the company's services, supporting special communication lines for client concerns, and expediting client requests. They ensure that their customers receive their product or service requests on time and in good condition..

RESPONSIBILITIES
Customer Query Resolution

•  Ensure delivery of CXO objectives in alignment with CXO strategy
•  Provide input into the long-term plan (1-2 years) for the premium customer experience function.
•  Acknowledge and resolve all queries received end-to-end providing feedback to both the originating touchpoint and the customer within the agreed turn-around-times and set service level agreements. Focus on sentiment conversion and customer retention
•  Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for customers once resolution has been achieved
•  Provide support to customers on their engagement platform of choice and in accordance to MTN's omni-channel engagement strategy (i.e. voice, email, live chat, social media, in store etc.)
•  Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual disputes are at play
•  Responds appropriately and timely to complex, high risk, customer complaints including key state regulatory bodies.
•  Enters detailed case history into complaints management system throughout the investigation and resolution process including notes, copies of letters, and other documentation.
•  Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
•  Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
•  Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
•  Use relevant tools to support customers on product, system and process knowledge
•  Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
•  Meet service quality standards as outlined
•  Drive self-service adoption through customer education
•  Identify potential threats to brand and execute the brand emergency process timeously
•  Interact with other departments to communicate trends and customer feedback to facilitate problem resolution.
•  Assist in identifying trends and patterns pertaining to online customer requests and needs to continually improve all aspects of service delivery.

Customer Relationship Management

•  Operating as the lead point of contact for any and all matters specific to your accounts
•  Building and maintaining strong, long-lasting customer relationships
•  Overseeing customer account management, including negotiating contracts and agreements to maximize profit
•  Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
•  Communicating with clients to understand their needs and explain product value.
•  Building relationships with clients based on trust and respect.
•  Collecting and analyzing data to learn more about consumer behavior.
•  Maintaining updated knowledge of company products and services.
•  Acting as a client advocate with a focus on improving the buyer experience.
•  Acting as the middleman between the company and the customer.
•  Provide general relationship management, technical assistance, up selling, and customer support to the client.
•  Leverage value enhancement opportunities identified through customer engagement and generate quality leads for our sales teams/partners
•  Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
•  Converse & engage with customers around MTN offerings by providing value enhancement offerings to customers
•  Make concerted efforts to retain MTN Customers upon cancellation request
•  Recover the service where customers complain about service, product, process issues
•  Proactively engage customers on all active planned campaigns
•  Proactively educate and inform customers about MTN’s self-help/digital service offerings
•  Update customer details (email, contact number) on all customer contacts

Operational Processes and Procedures

•  Adhere to all PPPs defined for MTN SA, which may cut across functional areas
•  Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
•  Adhere to the CXO Standard Operating Procedure
•  Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
•  Attend to queries and needs of internal and external customers as required within set procedures
•  Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencer levels)
•  Ensure that standards are always in place around brand identity when it comes to engagement
•  Where possible educate customer on policies, procedures, and standards
•  Assist in preventing credit risk and fraudulent activity by following procedures carefully
•  Ensure that all administrative procedures are followed

Profit Driving

•  Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
•  Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
•  Converse & engage with customers around MTN offerings by providing value enhancement offerings to customers
•  Make concerted efforts to retain MTN Customers upon cancellation request
•  Recover the service where customers complain about service, product, process issues
•  Proactively engage customers on all active planned campaigns
•  Proactively educate and inform customers about MTN’s self-help/digital service offerings
•  Update customer details (email, contact number) on all customer contacts

Quality Control and Improvement

•  Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
•  Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve customer service and support provided, and identifying trends
•  Assist the business in finding ways to improve service levels and customer satisfaction scores. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process and customer service standards.
•  Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
•  Provide insights on top trends and make recommendations to the CXO Management
•  Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
•  Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
•  When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance, Legal, Corporate Affairs, Regulatory, etc. People & Culture
•  With input from leader, create personal development plans
•  Ensure understanding and alignment of own KPAS and KPIs
•  Take ownership of own performance and identify training needs. Have performance discussions with leader
•  Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
•  Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice
•  Establish and build professional and sound relationships with colleagues, customers, and service providers
•  Forge relationships throughout the entire service operations division to maintain and improve performance

QUALIFICATIONS
Education

•  Grade 12
•  Call Centre Diploma / 3 Year degree / Diploma in Commerce (Marketing / Communication) or related experience
•  Certificate in Yellow Belt Six Sigma / Green Belt Six Sigma is advantageous
•  Minimum of 3 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions.
•  Advantage - Track record of meeting FCR requirements within a customer service environment
•  Requires knowledge on: value positioning and enhancement techniques, telephone etiquette, relevant policies and procedures

Skills

•  Fluent in English
•  Verbal and written communication
•  Leadership skills
•  Mentoring and coaching
•  Confidence
•  Resilience
•  Context gathering
•  Purposeful small talk