Representative - Customer Service.commercial

2 weeks ago

Cape Town, 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)

Key Deliverables
- 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.

Job Requirements (Education, Experience and Competencies)

Education:

- Minimum of 1-year 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 an 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

Authorities
- As per MTN DOA

Collaboration (Formal and Informal Relationships)

Responsibility towards:

- who are they and what do they receive from the incumbent
- direct reports,
- matrix reports,
- key customers,
- key suppliers,
- relations, etc.

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