To promote and maintain the image of the company via the call centre by effectively communicating with Corporate Consumer customers, Business Large, Business medium, SME customers, Enterprise Business Unit (EBU) sales representatives and EBU Account Managers, assuring that their requirements are evaluated in an efficient and courteous manner and that appropriate solutions are provided for problems presented. Ensuring adherence to SLAs with appropriate consistent feedback to the relevant parties.

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
• Constantly engage and liaise with Enterprise Business Unit (EBU)
• Constantly engage with EBU Corporate Credit controllers on 90 days plus account
• Ensuring that the customer is kept informed of progress of requests
• Handle with care and diligent Business Large, Business Medium and SME accounts

Task execution 

• Adhere to work schedules as planned
• Courteously and timeously answer all inbound telephone calls
• Strive to make callers feel valued and important
• Attend to queries and needs of business callers as required within procedures completely and accurately
• Provide help with handset and related queries
• Load all products and services on the systems as required by customers
• Ensure accurate logging of all calls
• Escalate any anomalies or issues of concern where there may be underlying problems
• Draw up comprehensive action manager notes for all transactions
• Maintain customer relationships
• Use customer service and sales skills to optimise the opportunity for each customer contact
• Educate business end-users about the organisations products and services and direct them towards available resources for self-help
• Schedule, assign or act on any required customer follow-up in accordance with call centre guidelines and rules
• Maintain confidentiality of the organisations customer data
• Maximise opportunities to sell and cross-sell products and services
• Enter customer data and other information on the relevant systems
• 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
• Use technology tools as directed and within established guidelines by the business end-user call centre
• 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
• Customer retention by offering alternative solutions (better offers, month to month contracts or prepaid migration)
• Facilitate upgrade and cancellation requests by transferring to the correct department
• Attend to e-gain queries
• Support for EBU sales consultants, Account Managers and MTN Partners

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
• 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
• Apply extra vigilance when handling Business Large, Medium and SME accounts – adhering to security measures (requests in writing)

Customer Service (internal / external)

• Ensure that all callers 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
• Follow up on escalated queries and provide the customer with feedback
• Deliver service excellence right, the first time.
• Provide solutions in a way that champions MTN brand

Quality Control

• Ensure resolution of problems on first call 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 that MTN quality standards are implemented correctly.
• Adhere to planned schedules
• Ensure that service levels meet set standards

Supervisory / Leadership / Managerial Complexity:

• Take a customer-centric view
• Take a lead in ensuring end to end customer query resolution
• 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

Education:

• Matric or equivalent
• At least 2 years customer service experience in a call centre
• 1 year correspondence and credit management experience
• Computer Literacy
• Telephone Etiquette
• Quality standards
• Procedures and processes
• Systems- UIP, EPPIX, Imaging, Siebel, Helios Online etc
• Handset and data training