Representative - Enterprise Client Service

6 months ago

Cape Town, 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 (order-to-activate and query-to-resolve) 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
- Stand-by availability
- Provide assistance to On-site 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 (query-to-resolve) 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 co-operation 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)
- 2 - 3 years’ experience within a service fulfilment and/or assurance role.
- 2 - 3 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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