MTN Customer Representatives Vacancy

Posted on :

4 Mar, 2014

Category :

Customer Service Jobs in South Africa

Job Description

 To execute plans, merchandising and standards for optimum performance of stores in alignment with Branded Retail strategies.

 To provide day-to-day execution, support and guidance to the Customer Representatives in the assigned region,

 To meet or exceed retention and acquisition targets by providing exceptional customer centric service that is geographically close to the customer.

 To ensure alignment in the stores of Planning and Trade Marketing and Integration Strategies.


Detailed Description:

The Implementation and execution of innovative solutions and service excellence to ensure effective sales and promotions of product in store

 To understand, anticipate and capitalise on changes in consumer behaviour

 Drive relationships with stores, in order to execute merchandising

 To achieve measurable results in Sales via the execution of solutions and service excellence.

 Execute merchandising cycle of visual and point of sale merchandising via standardised processes, policies and procedures for stores to provide seamless customer service and experiences.

 Consider local conditions, as well as competitor activity to create competitive advantage

 Ensure consistent merchandising and store layout in owned and non-owned stores, collaborating with Marketing for look and feel and with Sales Operations Supervisor for design elements

 Ensure adherence and consistency of application to PPPs

 Deal with escalated queries from stores and ensure resolution.

 Drive best practice, continuous improvement and innovation at process and procedure level.

 Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice

 Identify and recommend innovative ways to enhance the consumer channel performance and marketing mix

 Understand, and implement innovate ways, and local requirements and action plans for the different regions in relation to the execution and implementation of the strategy and also liaise with the approved stake holders.

 Ensure compliance of strategy to Branded Trade Marketing and implement remedial action for non-compliance

Relationship building and maintenance

 Build and maintain relationships with all stake holders

 Follow up on and respond to all queries and ensure effective resolution at store level

 Maintain good communication and relationships with all areas of Branded Retail

Report Generation

 Ensure regular feedback to management on all store and merchandising activities

 Provide inputs for the preparation of channel related process documents.

 Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.

Budget Management

 Ensure all expenditure is in line with the agreed budget

 Identify areas where money is lost and seek ways to reduce expenditure

 Identify opportunities to generate additional revenue


 Ensure that all promotional material in store and all posters, advertising and communication media are compliant and consistent across the stores

 Ensure that all marketing material meets the MTN standards and is current

 Conduct a thorough quality control of the stores and correct any discrepancies

 Where constant problems occur, remediate and resolve and conduct additional training of necessary

 If necessary, report non-compliance


 Conduct on the job training at store level

 Ensure that thorough communication and effective training is delivered

 Ensure that a consistent message meeting is delivered of MTN standards

Customer Satisfaction

 Establish and build relationships with all relevant stakeholders

 Align service delivery to changing market conditions and channel requirements

 Understand customer needs and communicate them to Sales Operations Supervisor

 Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures

 Ensure contingency plans in place to prevent delays and enhance the customer experience and communicate effectively to manage expectations

 Adopt a proactive approach to prevent problems from arising in the future

 Deliver measurable results consistently across allocated stores

 Drive continuous improvement as an important element of service delivery



 Matric




 Up to 5 years of Industry experience in sales, merchandising experience within the retail or commercial environment



Additional Details

 Knowledge of quality standards

 In-depth knowledge of standard operating procedures

 Knowledge of MTN business processes and procedures

 Computer Literate, including MS Office applications

 Sound knowledge with MTN products and services

 Understanding of MTN business

 Knowledge of local markets, including market trends

 Knowledge of merchandising and retail industry

 Knowledge of local advertising and media trends.

 Understanding of the end-customer and store environments

 Knowledge of retail environment


Skills / physical competencies:

 Priority setting skills – able to manage time, tasks and outputs in order to meet pre-determined deadlines

 Problem solving skills – practical troubleshooting

 Communication skills (written / verbal)

 Influencing skills

 Ability to coordinate and organise

 Relationship skills – to build relationships to facilitate efficient merchandising

 Scanning skills – to search for new ideas, trends and principles

 Business acumen –understanding of the business as a whole

 Marketing acumen – in tune with customer and market needs

 Negotiation skills

 Flexibility – the ability to adapt and change in the light of changing circumstances / new information

 Stress management skills

 Presentation skills


Behavioural qualities:

 Team orientation – working in an integrated team environment

 Focus and persistence

 Reliable and dependable

 Courage and conviction – overcoming resistance to change

 Proactively drive the activities

 Focused and priority driven – staying focused amidst the multiple demands and expectations

 Attention to detail

 Highly driven and motivated individual, with strong personal presence, integrity and resilience

 Decisive

 Action-oriented

 Diplomacy and tact

 Relationship builder – strong people focus

General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)

Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.

 Flexible working hours

 Flexibility to travel (local)

 Own transport essential

Preference will be given to EE Candidates, in accordance with the EE Plan


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