Operates within Customer Experience and Operations/CXO and is responsible for all MTN second line customer support across partner and channels that are related (but not limited to) MTN products & services, billing & account management, credit control, collections, sales, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc. Their purpose includes:
- To provide world-class second line support to all customer channel and sales team
- To respond to inbound calls, outbound service campaigns, managing all tickets/cases/emails received end-to-end from sales and channels
- To provide feedback to both the originating front-line channel agent/ sales team
and the customer where necessary
Customer Query Resolution
• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide second line support across all MTN channels. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management,
credit control, collections, sales, partner & channel support, customer retentions, MNP, handset collections & delivery, fraud, device & technical enquiries as well as network
coverage enquiries
• Acknowledge and resolve all queries received end-to-end providing feedback to both the originating channel and/or the customer within the agreed turn-around-times and set
service level agreements. Focus on sentiment conversion and customer retention
• Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
• Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for channel and/or customers once
resolution has been achieved
• Assist Branded Channel with Service and Support in store where and when required
• 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
• Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
• 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 channel and sales team as well as 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
• Provide ad-hoc customer service upskilling and knowledge transfer to sales and channel teams
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards
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, influencership 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
• 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 Continuous 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
• Provide insights into
• Assist the business in finding ways to improve service levels. 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
Education:
Grade 12
Minimum of 1-year diploma (or related experience)
Experience:
Minimum of 2 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: Sales techniques, telephone etiquette, relevant policies and procedures
About MTN South Africa
Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.