Fresh Jobs at Cell C

Job Description

• At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers.
• In line with our dedication to customer-centricity, we are seeking a seasoned professional as a Sales Consultant at The Pavilion store to join a dynamic team of #Unstoppables.

Purpose of the Job:

• To provide excellent professional services in dealing with our customers, ensuring that queries are resolved efficiently and effectively. To interact with customers to provide and process information in response to inquiries, concerns and requests about products and services within the Service Centre SLA.

Main Responsibilities:

Customer Service & Sales

• Ensure all clients are welcomed in a professional manner
• Ensure that Service Centre environment is conducive to driving sales and offering outstanding service
• Maintain and update relevant policies and procedures within the store
• Build and maintain relationships with customers
• Ensure a professional image is portrayed during all interactions with customers
• Ensure all orders, forms, applications and requests are processed without delay
• Ensure all requests and unresolved issues are directed to the designated resource without delay
• Ensure accurate management of customers' accounts
• Ensure a detailed audit trail of all customer interactions and transactions are easily accessible
• Ensure a detailed record is maintained of all inquiries, comments and complaints and actions taken.
• Ensure effective administration management
• Effectively communicate and coordinate with internal departments
• Ensure prompt response to customer inquiries with attention to detail and accuracy

Complaint Resolution

• Obtain and evaluate all relevant information to handle inquiries and complaints
• Ensure customer verifications are performed continuously, and any discrepancies are raised immediately to management
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution within the shortest timeframe. Ensure that a good level of understanding and knowledge of Cell C’s products and services are maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately
• Be willing to listen to and support colleagues and team members with professional problems, devoting time to impart expertise, infusing confidence and expressing positive expectations regarding the team’s and Service Centre’s performance

Stock

• Ensure that stock forecasts are submitted weekly as per agreed upon time frames
• Manage sales order capture process daily to ensure turnaround times is adhered to as well as orders are captured accurately
• Check that daily cash up report reflects no cash variances
• Ensure all transactions processed within the day are correct and are in a balanced position

Finance

• Ensure all documents are filed with 100% accuracy and can be accessed with ease and is audit compliant
• Administration and Report Generation
• Submit weekly and monthly report to Manager
• Submit any other ad-hoc reports on request

Health and Safety Compliance

• Conform and adhere to Safety, Health and Environmental legislative requirements
• Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative
• Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment
• Attend the Safety, Health and Environmental workshops as required by management
• Perform any other related duties as requested by Management

Minimum Qualification

• Matric + NQF 5 – Certificate / internal workshops and proven on-line self-help courses, gaining knowledge in the Customer Service, Sales Industry

Experience

• 6 – 24 months experience in sales, retail or service environment
• ICT Product knowledge would be advantageous
• Ability to increase sales
• Knowledge of relevant computer application

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Job Description

• At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers.
• In line with our dedication to customer-centricity, we are seeking a seasoned professional as a Product Manager: Product Lifecycle Management, to join a dynamic team of #Unstoppables.

Job Purpose:

• This role own and drive the end-to-end product lifecycle across. It is responsible to create and deliver a positive customer lifetime value, through developing and managing the full product life cycle for new and existing products in alignment with the Fixed, EBU and VAS Product and Services strategy (spanning fibre and fixed wireless technologies, and VAS & enterprise solutions) and relevant consumer and business segment needs in order to ensure profitability and continuous improvement and growth ensuring that customer and revenue growth targets are met, customer experience excellence and maximizing returns to shareholders.
• This role takes full accountability for the overall Product roadmap, feature definition, forecasting, approvals, go to market launch and comms, profit & loss revenue including post launch reviews, churn, value perception and product NPS.

Key Responsibilities:

Fully accountable for all phases of product development from conception, approval, launch, go to market, post launch review, management through to termination

• Identify
• Research
• Feasibility Studies
• Develop
• Campaign Management
• Input into Training
• Go live in market
• Monitor the market uptake
• ROI
• Eliminate or retire products
• Unpack the Product & Services department roadmap and create a product specific dashboard for the year, aligned to overall Commercial Strategy
• Develop products by analysing company key performance indicators and in alignment with Cell C Customer segmentation needs and competitive landscape in accordance with the allocated budget to ensure revenue growth
• Design & develop product promotions to acquire new Customers and retain existing loyal customers
• Design and implement action plans with all stakeholders to drive take up, usage and revenues, promote product sales, and ensure product knowledge and availability
• Develop and implement measures with Customer Retention to reduce churn
• Work alongside marketing, sales, CVM, online, etc. to ensure products are adequately managed and promoted to drive KPI performance

Product & Service Portfolio Management & Delivery

Manage activities required from all functional Business areas to achieve maximum market growth, penetration, and profitability

• Business Intelligence
• Finance
• Procurement
• Technology
• Legal & Regulatory
• Marketing
• Logistics
• Learning & Development
• Sales Sectors
• Customer Experience Sectors
• Internal Communications
• Ad hoc areas and sectors as necessary
• Compile relevant marketing briefs to support new product and service requests
• Present business specification documentations and financial assumptions for product approval
• Support the go-live in market communication and advertising process, and provide input into the most effective position of product to target market
• Monitor market conditions, competitors and technological advancements and propose the development of products and services relevant to target segments
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Provide input into the communication strategy and advertising management process
• Identify new markets for existing and development of new products to enhance value and revenue
• Keep abreast of the product performance against the original business case, continuously measuring the performance against budget
• Keep abreast of local and global market trends
• Keep abreast of competitor activities and communicate implications for Cell C's product positioning in view of these competitor moves and consequently recommend corrective actions, where necessary
• Provide constant updated competitive analysis and insight on Fixed, VAS and Enterprise products and services
• Support the business planning and forecasting process by providing information on product assumptions through gathering and maintaining history on products
• Ensure that marketing collateral and in-store touch points, as well as all electronic touch points are up to date with regard to product and service offerings
• Provide input into Customer Value Management sector
• Assist with weekly, monthly, quarterly and annual status/performance reporting
• Provide input into MIS reporting design in order to facilitate correct and accurate reporting and data analysis
• Present and influence final decision makers, either integral and or external to obtain buy-in concepts and ideas

Project Management & Go-To-Market

• Drive the go to market process for products under management to ensure all stakeholders are engaged and that the product launch is effective and impactful. This includes liaison with channel partners through sales.
• Project manage the journey of the product (planning, scheduling, controlling and risk management), following brand guidelines, namely in which concerns user experience
• Prepare project mandate, highlighting the scope, resource, milestones and completion date, keeping within budgetary constraints.
• Manage products and projects quality and ensure delivery of internal clients and end-user requirements
• Assure proper functioning of all cross-functional processes

Customer first & continuous improvement

• Place the customer first in the end-to-end product delivery life cycle, ensuring best value for customer therefore growing revenue
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
• Understand customer needs and develop and fine-tune product accordingly
• Monitor customer feedback (via formal internal channels such as customer support and social media) on performance of product and implement necessary action plan to correct deficiencies
• Compile contingency plans to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of product and services delivery
• Drive continuous improvement as an important element of product and services delivery
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant business areas to continually improve all aspects of service delivery

Virtual, cross-functional matrix team management

• Manage a cross functional team to deliver an efficient end-to-end Product Delivery plan.
• Ensure alignment of all key functions and entrenchment of the team’s deliveries
• Manage vendors and external 3rd parties
• Provide clear instructions pertaining to accountabilities of each team member

Supplementary Responsibilities

• Perform any other related duties as requested by management, including temporary redeployment across product categories to balance workload and support strategic priorities

Qualifications:

• BCom / BSc Degree:  Engineering, Marketing or Business Management, Commerce, or IT

Experience:

• 9 - 10 years’ industry experience in ICT or a related technical sector in a medium or large sized company
• At least 5 years’ working experience of Relationship Management, New Business and New Product Development, Product Management, Marketing, etc.
• Strong understanding of Fixed Connectivity value chains plus broader knowledge of mobile, digital, VAS and converged technologies.
• Knowledge and understanding of fixed connectivity value chains, and demonstrated experience in working with various FNO / last mile service providers in enabling the development of new products and services and aligning GTM activity
• High-level understanding of fixed, enterprise and VAS supporting platforms and technologies
• Sound financial, project management and product development and reporting knowledge
• Proven track record of successful number of product launches, management of product portfolios