To promote and maintain the image of the company by effectively communicating with all callers, assuring that they are assisted and transferred to the correct staff member in an efficient and courteous manner and that any problems are handled effectively.
To operate as first point of contact for MTN. Provide administrative support across the organisation. Welcome guests and greet people who visit the business. Coordinate front-desk activities, including distributing correspondence and redirecting phone calls and contribute to the smooth operation of the business unit.
Reception
- Greet and welcome guests as soon as they arrive at the office
- Direct visitors to the appropriate person and office
- Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
- Provide basic and accurate information in-person and via phone/email
- Receive, sort and distribute daily mail/deliveries
- Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)
- Order front office supplies and keep inventory of stock
- Update calendars and schedule meetings
- Develop and maintain an efficient documentation and filing (electronic and hard) process
- Arrange suitable venues for meetings (when requested)
Switchboard Operation
- Answer and screen all inbound or internally transferred telephone calls, courteously and timeously
- Strive to make callers feel valued and important and where possible build professional and friendly relationships with regular callers
- Attend to queries and needs of callers as required within procedures
- 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
- Make most efficient use of resources, i.e. cost, people, time, etc
- Support the work performed by others
- Ensure that any technical problems on the switchboard are handled promptly
Customer Support
- Respond and attend to queries and problems in line with set guidelines, ensuring that all callers, visitors and staff feel valued and important. This includes delivering first time
- right service excellence
- Escalate unresolved queries timeously
- Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
- Initiate resolution of operational problems either internally or with suppliers
- Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
- Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information
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
Education
- Grade 12
- Diploma in Office Administration/ Secretarial Administration
Experience
- At least 3 years experience including:
- in an administrative/ Reception capacity in a reputable company
- At least 1 years experience on a switchboard in a corporate environment
- Knowledge of Telephone etiquette
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.
