MTN South Africa: Customer Representative Vacancy

Posted on :

4 Apr, 2014

Category :

Customer Service Jobs in South Africa

Job mission
· To provide innovative solutions, execute merchandising plans and maintain MTN standards for optimum performance of stores in alignment with Informal channel strategies.

· To provide day-to-day communication of merchandising plans, including execution, support and guidance to the distributors in the assigned region,

· To meet or exceed retention and acquisition targets by providing exceptional customer centric service

· To ensure alignment in the stores to MTN standards.


KPA duties

· The implementation and execution of innovative solutions and service excellence to ensure effective sales and promotions

· To execute innovative merchandising plans, including roll out of plans and promotions to distributors

· Ensure that all promotions and plans are correctly implemented

· To communicate the plans and products, product promotions, systems, services, customer experience, promotions, and assist where necessary to ensure they are correctly and effectively implemented as well as anything required by MTN to be taught at a distributor level

· Monitor alignment to current promotions and incentives

· Comply to regular call cycle for store visits (typically every 2 weeks)

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

· Drive relationships with distributors, 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 to provide seamless customer service and experiences.

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

· Ensure consistent merchandising and layout collaborating with Marketing for look and feel and with Sales Operations Supervisor for design elements

· Ensure that all merchandising complies with MTN standards and 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 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 the Informal channel 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

· Maintain good communication and relationships with all areas of the Informal Channel


Report Generation 

· Ensure regular feedback to management on all distributor 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.

· Complete reports on a daily / weekly/monthly as required by business


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 and all posters, advertising and communication media are compliant and consistent across distributors

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

· Conduct a thorough quality control and correct any discrepancies

· Where constant problems occur, remediate and resolve and conduct additional communication forums of necessary

· If necessary, report non-compliance



· Conduct on the job training / communication

· Ensure that thorough communication / 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 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 for all distributors

· Drive continuous improvement as an important element of service delivery

Educational requirements


Experience required

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


Skills required

· Computer literacy

· Risk management

· Operational management

· Financial knowledge

· Sales & Marketing knowledge

· Thorough knowledge of the informal sales environment

· Good knowledge of industry trends and the GSM market

· Understanding the regulated environment

· Understanding of business process and systems


Skills / physical competencies: 

· Planning skills

· Relationship skills – to build relationships to facilitate efficient workflow

· Business acumen –understanding of the business as a whole

· Marketing acumen – in tune with customer and market needs

· Conflict management skills

· Communication skills

· Time management, specifically the ability to prioritise

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

· Stress management skills

· Risk management skills

· Ability to work with deadlines in a deadline-driven environment

· Ability to handle unforeseen problems by making logical decisions


Behavioural qualities:

· Action-oriented

· Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change

· Customer centricity

· Operate with integrity (high ethics) – unquestionable professional and ethical standards and an ability to represent the company in highly confidential and sensitive matters

· Team-orientation

· Decisive

· Diplomacy and tact

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

· Hardworking and conscientious

· Resilience – to repeatedly challenge despite setbacks and resistance

· Stress tolerance

· Ability to take initiative and work both in isolation and be a team player

· Consultative

· Perseverance

· Pressure tolerance

· Innovative – to introduce ongoing changes to maximize productivity and influence the future

· Relationship builder – strong people focus

· Assertive – being tough when necessary without fear or favour

· Self managing

Other information
Reference No: IRC1338671
Position Type: Permanent
Affirmative Action: Open to All
Additional: 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.)

· Flexible working hours

· Flexibility to travel (local)

· Own transport essential


How to Apply

Click here to apply online 

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

Applications close 06 Apr 2014.


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