Momo Client Support Centre Agent

3 weeks ago


Randburg, South Africa FrontSeat Group Full time

**JOB VACANCY**

**MOMO CLIENT SUPPORT**

**CENTRE AGENT**

Northriding.

This job advert is open only to **INTERNAL **employees

**MAIN PURPOSE OF THE ROLE**

Accurately and efficiently process and attend to day-to-day queries/activity logging from all MoMo

Agents (BRC, TEDIs and MoMo-dedicated footsoldier agents).

**MAIN DUTIES & RESPONSIBILITIES**

Support
- Adhere to all escalations processes in the MTN Back Office
- Administrative duties to ensure record keeping of escalations and related
- Proactive follow-ups on escalations and feedback to respective query logger according to

SLA’s
- Interaction and monitoring of WhatsApp groups
- Provide information about products or services and address any questions or problems customers may have.
- Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced. Circulation of latest internal and external communication updates and changes
- Provide technical assistance and troubleshooting for products or services.
- Attend weekly meetings
- Collection of leave forms and supporting documents to be submitted to HR. Advise operations on leave taken and acting personnel.

Reporting
- Accurate capturing of attendance registers across all MoMo projects
- Report weekly on all escalations received and outcomes
- Report daily on all prospects submitted by TDRs
- Assisting with identifying knowledge gaps and liaising with line manager should in-depth information be required
- Ensure high-quality service delivery to all agents (feedback on all escalations and record of all escalations) and ensure speedy response time
- Keep close communication with other external and internal support teams in the regions to ensure the accuracy and efficiency of the life cycle.

Training and development
- Assisting with identifying knowledge gaps and liaise with line manager should in-depth be required
- Gather and analyze agent feedback to identify areas for improvement and escalate to

Operations Manager and Training Department

**JOB REQUIREMENTS**

a) Matric (Min Requirement), b) Knowledge of MoMo Products and Services, c) Minimum of 3 years’ experience in customer service environments and/or sales, d) Highly computer literate with proficiency in MS Office (esp. Excel) and related business, e) Effective communication skills (must be able to engage in vernacular), f) Strong administrative, analytical, and problem-solving ability, g) Good time management and stress tolerance, h) Accuracy and attention to detail.

Remuneration: Basic Salary (will be discussed in interview)

Please reply with a CV to:
HR Department

**CLOSING DATE FOR APPLICATIONS: 26 January 2024.**

**Job Type**: Temporary

**Salary**: R3,000.00 - R3,500.00 per month

**Experience**:

- customer service: 1 year (required)
- Call centre/supportcentre: 1 year (required)

Ability to Relocate:

- Randburg, Gauteng: Relocate before starting work (required)


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