Representative - Enterprise Client Service - Assurance - Small Medium Enterprise.Commercial Operations SA

3 weeks ago

Cape Town, South Africa MTN Group Full time

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

Query and service request management
• Drive first call resolution (FCR) of mobile queries/ requests within client SLAs. This includes and is not limited to performing sim swops, migrations between packages, provisioning lines on an APN, assist with application, device repairs, URL reports, ITB etc.
• 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 
• Protect MTN’s integrity by applying tactful methods of acknowledgements •

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 . 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 excel and PowerPoint)

Competencies

Knowledge:
• Excellent mobile telecommunications knowledge 
• Client service knowledge
• Process and system 
• Handset and device knowledge
• Product knowledge
• Telco Industry knowledge
• Relationship management
• Know and understand client specific commercial agreement

Skills / physical competencies:
• Work under pressure and in a stressful client facing environment
• Good Interpersonal skills
• Ability to impart knowledge and understanding
• Business acumen
• Encourage innovation
• Relationship building

Behavioural qualities:
• Remain calm under pressure.
• Logical thinker.
• Methodical work ethic
• Meticulous
• Client centric attitude
• Deadline driven environment

General working conditions (. shift work, drivers’ license, specific tools, special clothing, environmental requirements,
• Driver’s License, 
• own transport, 
• operating hours are from 8am to 5pm with standby after hours, weekend and public holidays (or as per the client specific requirements)

KPA Quality Standards (key measures)

• Meet daily delivery and turn around-time targets 
• Meet customer experience within targets (NPS)
• Meet customer satisfaction within targets (CSAT)
• Meet Quality Assurance within Standards (Daily, Weekly and Monthly)
• Achieve Queue Management within SLA/TAT
• Achieve client service review target
(as per annual defined KPIs)
 

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