Representative - Customer Service.commercial

2 weeks ago


Pietermaritzburg, South Africa MTN Nigeria Full time

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

Task Complexity: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job,

and the function. Excludes role and leadership / management.
- Consumer satisfaction.
- In branded store:

- accountable for cash and stock
- accountable for sales and meeting sales targets
- accountable for stock shortages
- Provide consumer advice and education / share product knowledge
- Manage stock in store:

- Management of shortages.
- Obsolescence
- Promotional stock merchandising
- Manage operations in store:

- Warranties
- Customer cell phone repairs (where applicable)
- Returns
- OBF’s
- Identify issues and resolve
- Communication, in outlet, and with MTN
- Maintain company’s policies and procedures.
- Manage and account for all cash.
- Conduct actual system transactions eg. activations, suspensions, migrations etc.
- Relevant paperwork and documentation.
- General Customer services: turnaround time, queuing time, accuracy, and productivity.

Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this position, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.


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