Mission/ Core purpose of the Job
Operates within Customer Experience and Operations/CXO and is responsible for all
MTN second line support across touchpoints that are related (but not limited to)
MTN products & services, billing & account management, credit control, collections,
sales, partner & channel support, customer retentions, MNP, Network & Coverage,
fraud, device & technical enquiries, etc. Their purpose includes:
• To provide world-class second line support to all-customer touchpoints
• To respond to inbound calls, outbound service campaigns, managing all
tickets/cases/emails received end-to-end
• To provide feedback to both the customer and the originating front-line
team/agent
Customer Query Resolution
• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide second line support across MTN. 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 touchpoint and 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 customers once resolution has been achieved
• 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 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
• 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 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. 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
- 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
