Representative - Enterprise Client Service

2 weeks ago

Cape Town, Western Cape, South Africa MTN Full time

Key Performance Areas:
Core, essential responsibilities / outputs of the position (KPA's)

Task Complexity:
Query and service request management

  • Regular and frequent updates to clients as per standard operating procedures (SOP)
  • Identify and understand customer engagement trends and tailor communications and feedback to suit these preferences
  • Assist clients with trouble shooting on basic technical, product and device issues
  • Provide clients with advice to minimise additional tickets and escalations
  • Proactive tracking and administration of queries/ requests
  • Quality assessment of tasks to ensure its right first time
  • Collaboration across MTN SA functions and Vendors to ensure efficient resolution of queries/ requests
  • Adhere to escalation management processes and procedures
  • Operating hours are from 8am to 5pm with standby after hours, weekend and public holidays (or as per business requirements)
Incident logging, management and resolution

  • Resolution of mobile Incidents or Requests (ordertoactivate and querytoresolve) within client SLAs
  • Raising of requests or incidents on the customer's behalf
  • Proactive tracking and administration of incidents
  • Defined updates to clients as per standard operating procedures
  • Quality assessment of service assurance tasks to ensure its right first time
Quality Standards

  • Monitor and control the daily processing of administrative documentation as per processes, policies and systems defined by MTN SA.
  • Ensure compliance on all operational processes
  • Control and monitor individual queue to ensure that requests/ queries are effectively and timeously executed
  • Identify system and process inefficiencies, make recommendations for improvement, as required.
Technical support

  • Incident handling relating to coverage complaints
  • Defined updates to clients as per standard operating procedures
  • Complaint and query handling within defined SLA/OLA TATs
  • Assist client with Device setup and configuration

Role Complexity:

  • Combination of client experience fulfilment and assurance as well as technical coverage support
  • Quality assessment and compliance
  • Good technical mobile and handset understanding
  • Professional writing and communication
  • Analytical and logical
  • ITIL foundations
  • Product knowledge
  • Standby availability
  • Provide assistance to Onsite resources when/ if required
  • Lateral Dimensions:

Creativities:

  • Ability to understand and respond to demanding clients
  • Clear and concise writing ability whilst maintaining exceptional client experience
  • Technically savvy whilst ensuring translation of terminology into simple to understand client updates
  • Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible
  • Knowledge sharing to improve team competency.
  • Establish sound relationships with staff and clients
  • Recommend and implement (where possible) cost saving activities
  • Ensure that all clients feel valued and important.
  • Ability to bring calmness to upset / irate customers
  • Vulnerabilities (difficulties or factors that influence the position & are out of the position's control)
  • Multiple systems to navigate during assurance (querytoresolve) cycles and must therefore know and understand mobile technology, systems and internal support structures
  • Reliance on the stability and availability of systems
  • System unavailability and inefficiencies
  • Lack of support and cooperation from other Departments within MTN

Collaboration:
Refers to formal and informal relationships

Responsibility towards:

  • Direct reports
  • None
  • Matrix and line reports Supervisor


 Key clients
  • Key MTN Business VIP clients and EBU Stakeholders e.g. Sales, Service Manager etc


 Key suppliers
  • Network Group, IT, Product, Warehouse & Logistics, Aftersales (Repair faility).


 Other Relations
  • All client facing departments within MTN Business.

Discretionary Space:
The degree to which individuals are allowed to exercise independent thought and judgment.

Independent thought and Judgement:

  • Fully supported to the point where management approval would be required
  • Make decisions to drive immediate response times
  • Prioritization of work.
  • Dissemination of information.
  • Improvement of processes and procedures
  • Personal presentation in line with company image

Authorities:
Minimum Requirements

  • Matric
  • Senior Certificate
Education: 1-year Diploma

  • Client services training, advantageous
  • ITIL foundation certification, advantageous

Experience:

  • All experience must be in the mobile sector (voice and data)
years' experience within a service fulfilment and/or assurance role.
years' experience in a client facing role

  • Experience in client facing service, quality assessment and/or technical support

Training:

  • ITIL certification
  • Client communication
  • Quality assessment
  • Mobile Network/product training
  • Systems and process training
  • Handset training
  • Microsoft Office skills (good e

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