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Representative - Customer Service.commercial

4 months ago

Mpumalanga, South Africa MTN Nigeria Full time

**Mission/ Core purpose of the Job**:
Ensures that tangible deliverables are met.

**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, resolve and provide feedback
- 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.
- Ensure that relevant paperwork is verified, submitted and signed.
- General Customer services: turnaround time, queuing time, accuracy, and productivity.

**Minimum Requirements**

**Education**:

- Matric/ Minimum a Diploma (May vary in accordance with specific country Opco qualification standards)
- Fluent in English and language of country preferable

**Experience**:

- Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
- Experience working in a small to medium organization

**Competencies**

**Head - Big Picture Focus (5)**
- Solution Provider - Executes task in relation to tactical plans
- Problem Solver - Learns from others and draws on past experience to solve challenges
- Quality Enabler - Executes on commercial practices and identifies areas of continuous improvement

**Heart - Emotionally Intelligent (15)**
- Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours
- Caring People Employee - Is self-aware and takes accountability own personal development to realise full potential
- Relationship Manager - Champions the MTN brand

**Hands - Results Focused (60)**
- Results Achiever - Delivers individual results and support team objective
- Operationally Astute - Organizes work to deliver on daily priorities and plans

**General working conditions **(e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
Will be required to work weekends (Saturday 9h00-17h00 and Sunday 9h00-15h00) as scheduled. Days off will be granted during the week
Working hours are 9h00 - 18h00 Monday to Friday