{"id":1699,"date":"2010-11-03T11:27:01","date_gmt":"2010-11-03T10:27:01","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=1699"},"modified":"2010-11-03T11:27:41","modified_gmt":"2010-11-03T10:27:41","slug":"mtn-south-africa-graduate-trainee-customer-operations","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/mtn-south-africa-graduate-trainee-customer-operations.html","title":{"rendered":"MTN South Africa: Graduate Trainee (Customer Operations)"},"content":{"rendered":"<p><strong><a href=\"https:\/\/joblistsouthafrica.com\/wp-content\/uploads\/mtn1.jpg\"><img loading=\"lazy\" decoding=\"async\" data-attachment-id=\"392\" data-permalink=\"https:\/\/joblistsouthafrica.com\/mtn-south-africa-project-manager.html\/mtn\" data-orig-file=\"https:\/\/joblistsouthafrica.com\/wp-content\/uploads\/mtn1.jpg\" data-orig-size=\"46,30\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;}\" data-image-title=\"mtn\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/joblistsouthafrica.com\/wp-content\/uploads\/mtn1.jpg\" data-large-file=\"https:\/\/joblistsouthafrica.com\/wp-content\/uploads\/mtn1.jpg\" class=\"alignright size-full wp-image-392\" title=\"mtn\" src=\"https:\/\/joblistsouthafrica.com\/wp-content\/uploads\/mtn1.jpg\" alt=\"\" width=\"46\" height=\"30\" \/><\/a>MTN Group Limited (MTN Group) <\/strong>is a leading provider of communication services, offering cellular network access and business solutions. The MTN Group is listed in South Africa on the JSE under the Industrial \u2013 Telecommunications sector. MTN South Africa recruits <strong>Graduate Trainee (Customer Operations)<\/strong><\/p>\n<p>The graduate will gain working experience to ensure the effective management of the Operational Model and Procedural Compliance Unit, by monitoring the quality of compliance with policies and procedures at a micro level in line with the Total Quality Management strategy.<\/p>\n<p><strong>KPA duties<\/strong><\/p>\n<p>\u2022\tResearch and Feasibility<\/p>\n<p>\u2022\tConduct research, review and understand MTNSA business and systems, architecture, policies, processes and procedures.<\/p>\n<p>\u2022\tReview and understand system functionality applicable to the tasks and reviews assigned to.<\/p>\n<p>\u2022\tIdentify business improvement and optimisation opportunities that will result in improvement of process performance and ultimately to MTN SA bottom line profitability<\/p>\n<p>\u2022\tBusiness Requirements Analysis<\/p>\n<p>\u2022\tObtain, design and document business solutions (process, system and measurements) that meet current and future user requirements.<\/p>\n<p>\u2022\tDetermine document and review internal customer requirements for continuous improvement.<\/p>\n<p>\u2022\tReview Customer Relationship processes in order to meet the required service levels.<\/p>\n<p>\u2022\tDefine and document process requirements in line with MTN SA standards.<\/p>\n<p>\u2022\tDraft policies, processes and procedures according to MTN SA standards.<\/p>\n<p>\u2022\tQuality Management and Improvement<\/p>\n<p>\u2022\tMaintain high document control and review standards.<\/p>\n<p>\u2022\tConduct adhoc and planned reviews of processes, procedures and related control breakdowns for analysis and feedback to line manager.<\/p>\n<p>\u2022\tReporting and Feedback<\/p>\n<p>\u2022\tProvide status and feedback on process reviews and analysis to line manager and\/or senior manager.<\/p>\n<p>\u2022\tEscalate issues identified to line manager.<\/p>\n<p>\u2022\tProper documentation management and version tracking of documentation.<\/p>\n<p>\u2022\tLiaise with internal customers obtaining input or providing feedback on a continuous basis.<\/p>\n<p>\u2022\tReview and Support<\/p>\n<p>\u2022\tReview risks identified for feedback to line manager.<\/p>\n<p>\u2022\tProvide information for and input to drafting of Policies, Procedures and Processes..<\/p>\n<p>\u2022\tCustomer Satisfaction\/Customer Service<\/p>\n<p>\u2022\tUnderstand customer needs and input into the improvement of processes.<\/p>\n<p>\u2022\tContribute towards initiating change to continually improve all aspects of service delivery.<\/p>\n<p>\u2022\tAssist in identifying trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.<\/p>\n<p>\u2022\tEnsure all customer queries are attended to and resolved within agreed SLA\u2019s.<\/p>\n<p>\u2022\tConsider the implications of actions to be taken for the customer and the effect of actions on the customer.<\/p>\n<p>\u2022\tProvide advice on the best approach to reach the best results.<\/p>\n<p>\u2022\tPromote and deliver customer service of the highest degree.<\/p>\n<p>Educational requirements<\/p>\n<p>Education:<\/p>\n<p>\u2022\tB.Comm or equivalent business degree\/diploma<\/p>\n<p>Experience required<\/p>\n<p>Experience:<\/p>\n<p>None<\/p>\n<p>Skills required<\/p>\n<p>Knowledge:<\/p>\n<p>\u2022\tSystems knowledge specifically financial systems<\/p>\n<p>\u2022\tBusiness acumen<\/p>\n<p>\u2022\tBusiness knowledge<\/p>\n<p>\u2022\tUnderstanding of MTN processes, products and services<\/p>\n<p>\u2022\tBasic accounting<\/p>\n<p>\u2022\tBasic research<\/p>\n<p>\u2022\tBusiness process optimisation<\/p>\n<p>Skills \/ physical competencies:<\/p>\n<p>\u2022\tStrong documentation skills<\/p>\n<p>\u2022\tTime management, with the ability to prioritise<\/p>\n<p>\u2022\tCommunication skills<\/p>\n<p>\u2022\tStrong attention to detail.<\/p>\n<p>\u2022\tAbility to work in high pace rapidly changing environment.<\/p>\n<p>\u2022\tTelephone etiquette<\/p>\n<p>\u2022\tInterpersonal skills<\/p>\n<p>\u2022\tPlanning skills<\/p>\n<p>\u2022\tRobust in thinking<\/p>\n<p>\u2022\tHigh tolerance towards uncertainty and ambiguity<\/p>\n<p>\u2022\tCultural sensitivity<\/p>\n<p>\u2022\tMust be able to work in a team and be a team player.<\/p>\n<p>\u2022\tMust be able to work under pressure and meet tight deadlines.<\/p>\n<p>\u2022\tMust have effective oral and written communication skills.<\/p>\n<p>\u2022\tHigh level of computer literacy<\/p>\n<p>\u2022\tConflict resolution, leadership and motivational skills<\/p>\n<p>Other information<\/p>\n<p>Reference No:\tPUMJWA001<\/p>\n<p>Position Type:\tGraduate<\/p>\n<p>Affirmative Action: \tOpen to All<\/p>\n<p>Salary:<\/p>\n<p>Additional:\tBehavioural qualities:<\/p>\n<p>\u2022\tPerseverance and patience<\/p>\n<p>\u2022\tFlexible in approaches<\/p>\n<p>\u2022\tAssertive<\/p>\n<p>\u2022\tPersistence<\/p>\n<p>\u2022\tDedication to get the job done<\/p>\n<p>\u2022\tImprovise in unknown situations<\/p>\n<p>\u2022\tHigh level of integrity<\/p>\n<p>\u2022\tHigh tolerance to diverse cultures and changing situations<\/p>\n<p>\u2022\tOutput and achieving successes orientated<\/p>\n<p>General working conditions<\/p>\n<p>\u2022\tConstant pressure to meet tight deadlines<\/p>\n<p>\u2022\tFlexible working hours<\/p>\n<p>Applications close 23 Nov 2010.<\/p>\n<p><strong><a title=\"MTN South Africa careers, Vacancies and Job Opportunities in South Africa by MTN South Africa\" href=\"http:\/\/jobs.mtn.co.za\/mtnjobs\/web\/VacancyDetails.aspx?vacid=5162\">Click here to View Job and Apply Online<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>MTN Group Limited (MTN Group) is a leading provider of communication services, offering cellular network access and business solutions. The MTN Group is listed in South Africa on the JSE&#8230;..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[38,3],"tags":[2156],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>MTN South Africa: Graduate Trainee (Customer Operations) - Jobs in South Africa 2023<\/title>\n<meta name=\"description\" content=\"MTN Group Limited (MTN Group) is a leading provider of communication services, offering cellular network access and business solutions. 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