{"id":2367,"date":"2011-03-01T01:30:18","date_gmt":"2011-03-01T00:30:18","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=2367"},"modified":"2011-02-28T17:38:35","modified_gmt":"2011-02-28T16:38:35","slug":"mtn-south-africa-jobs-customer-representative","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/mtn-south-africa-jobs-customer-representative.html","title":{"rendered":"MTN South Africa Jobs: Customer Representative"},"content":{"rendered":"

\"\"<\/a>MTN Group <\/strong><\/strong>operates three business divisions:\u00a0MTN-SA<\/strong> (South Africa),\u00a0MTN International<\/strong>, and\u00a0Strategic Investments<\/strong>. We are listed on the Johannesburg Stock Exchange under the Telecommunications Service Sector (which falls under the Industrial Non-Cyclical Services). MTN South Africa recruits Customer Representative<\/strong><\/p>\n

To deliver outstanding customer service directly to new, existing and returning customers to meet sales and profitability targets, remaining\u00a0geographically close to the customer as per Tailored Service Package requirements.<\/p>\n

KPA duties<\/strong><\/p>\n

Task Complexity:<\/strong>
\nSales and service operations
\n\u2022 Execute exceptional sales, service and customer plans at and operational level in order to achieve and exceed set targets that have been
\nidentified for the assigned region.
\n\u2022 Implement channel and regional promotional plans, aligning these to marketing requirements and plans.
\n\u2022 Maintain frequent (daily) contact with clients and trade partners, providing information, problem-solving, receiving orders and dealing with
\ncomplaints quickly and efficiently.
\n\u2022 Handle customer applications for products and services and maintain accurate databases of relevant information and transactions for record
\nand reporting purposes in post paid environments.
\n\u2022 Perform all customer verifications as appropriate for sales of products and services
\n\u2022 Where appropriate, escalate customer complaints, queries and problems timeously to the right area of the business for resolution \/ assistance.
\n\u2022 Work proactively to foresee possible delays or complications and plan strategies to avoid or minimise them, advising the client and \/ or region
\naccordingly.
\n\u2022 Use sales toolkits effectively and report on their use.
\n\u2022 Prepare weekly and month end reports on key performance areas.
\n\u2022 Update Customer plans for the assigned regions as required.
\nOperational coordination and effectiveness
\n\u2022 Put effective methods and standards in place, implementing systems, procedures and working practices that will improve customer service
\nefficiency.
\n\u2022 Ensure that all processes and procedures implemented are aligned to the set operational framework for the assigned region \/ channel and that
\nthey allow for workflow to continue without interruption.
\n\u2022 Continually strive to improve existing processes and procedures to enhance effectiveness, efficiency and performance.
\n\u2022 Increase MTN\u2019s Brand presence continuously by growing MTN influence at store and customer level within the regions.
\n\u2022 Provide regular feedback on competitive threats to MTN business.
\n\u2022 Support and coordinate work to be performed by service providers and external contractors.
\n\u2022 Research and gather information and information relating to customers, consumers, competitors, providing insight (at store level) into fast
\nmoving products and trends.
\n\u2022 Work consistently according to standard operating procedures
\nCost Control
\n\u2022 Ensure that regional spending remains within budget parameters.
\n\u2022 Effective budget control.
\n\u2022 Report on achievement of monthly cost control targets.
\nCustomer Service and Satisfaction
\n\u2022 Build and maintain solid relationships with all stakeholders.
\n\u2022 Provide consistent and excellent customer service, striving to solve problems and encourage future business.
\n\u2022 Ensure all customer queries are attended to and resolved within agreed SLA\u2019s.
\n\u2022 Ensure that customer specifications are met and that customer is satisfied with the end service and\/or product.
\n\u2022 Weigh up the pro\u2019s and con\u2019s of each solution to provide the best possible advise and service to customers, considering the implications of
\nactions to be taken for the customer.
\n\u2022 Provide input into the best buys and\/or most suitable equipment to meet customer requirements.
\n\u2022 Deliver first time right service excellence.
\n\u2022 Seek feedback from clients\/ stakeholders and continuously seeks ways of improving on quality and customer service standards<\/p>\n

Educational requirements<\/strong><\/p>\n

\u2022 Tertiary education (sales and marketing \/ business related)<\/p>\n

Experience required<\/strong><\/p>\n

\u2022 At least 2-3 years of experience in the telecoms industry
\n\u2022 At least 1-2 years of sales \/ customer service experience in similar positions, in fast-moving industries<\/p>\n

Skills required<\/strong><\/p>\n

Knowledge:<\/strong>
\n\u2022 An understand of the principles of effective customer services processes
\n\u2022 A broad understanding of the MTN business
\n\u2022 Knowledge of basic business processes
\n\u2022 Good understanding of marketing and sales processes
\n\u2022 An understanding of Finance terminology and processes (e.g. budget, expenditure, investment, loan, cash-flow, working capital, forecasting,
\nvariance analysis, cost)
\n\u2022 In-depth knowledge of the following MTN products and services
\n\u2022 Computer literacy
\n\u2022 Working knowledge of MTN polices and procedures<\/p>\n

Skills \/ physical competencies:<\/strong>
\n\u2022 Risk management skills
\n\u2022 Selling skills
\n\u2022 Stock management skills
\n\u2022 Investigative and problem solving skills.
\n\u2022 Ability to recognise and fulfil the clients\u2019 needs
\n\u2022 Good communication skills \u2013 written and verbal
\n\u2022 Administrative skills
\n\u2022 Anticipate and react effectively to problems
\n\u2022 Planning skills \u2013 plan, prioritise, resource allocation and deliver on time
\n\u2022 Technical \/ professional excellence
\n\u2022 Analytical skills \u2013 weighing up the pro\u2019s and con\u2019s; making sense of information
\n\u2022 Influencing skills
\n\u2022 Negotiation skills
\n\u2022 Stress management skills
\n\u2022 Time management skills (specifically the ability to prioritise)
\n\u2022 Ability to work within a team to enhance its overall performance
\n\u2022 Presentation skills
\n\u2022 Information collection and analysis skills \u2013 able to draw insights from data<\/p>\n

Behavioural qualities:<\/strong>
\n\u2022 Ability to plan logically and work to deadlines
\n\u2022 Team orientation \u2013 strengthening teams
\n\u2022 Relationship builder \u2013 strong people-focus
\n\u2022 Resilience \u2013 maintaining composure and dealing effectively with stress
\n\u2022 Service orientation
\n\u2022 Customer centricity
\n\u2022 Flexible and adaptable \u2013 changing opinions \/ behaviour in the light of changing situations
\n\u2022 Approachable
\n\u2022 Strong detail focus – attention to detail and accuracy
\n\u2022 Creative and innovative
\n\u2022 Action-oriented
\n\u2022 Diplomacy and tact
\n\u2022 Operate with integrity (high ethics)
\n\u2022 Good listener
\n\u2022 Compliant
\n\u2022 Methodical and systematic
\n\u2022 Independent-minded<\/p>\n

Other information
\nReference No:\tIRC30897
\nPosition Type:\tPermanent
\nAffirmative Action: \tOpen to All
\nSalary:
\nAdditional:\tGeneral working conditions
\n\u2022 Drivers licence and own transport
\n\u2022 Flexible working hours based on deadlines
\n\u2022 Flexibility to travel (local and national)
\n\u2022 Attending functions after hours
\n\u2022 National travel
\nSales against target
\n\u2022 Performance within budget
\n\u2022 Adherence to TSP\u2019s
\n\u2022 Adherence to call cycles
\n\u2022 Customer Satisfaction index
\n\u2022 Outlet audit index
\n\u2022 Effective use of sales tool kit
\n\u2022 Quality of sales intelligence
\n\u2022 Quality of reports
\n\u2022 Customer satisfaction index (CSI, CMAT targets)<\/p>\n

Preference to EE Candidates<\/p>\n

Applications close 01 Mar 2011.<\/strong><\/p>\n

Click here to view Job and Apply Online<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

MTN Group operates three business divisions:\u00a0MTN-SA (South Africa),\u00a0MTN International, and\u00a0Strategic Investments. We are listed on the Johannesburg Stock Exchange under the Telecommunications Service Sector (which falls under the Industrial Non-Cyclical…..<\/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":[75,16,3],"tags":[2156],"jetpack_publicize_connections":[],"yoast_head":"\nMTN South Africa Jobs: Customer Representative - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"MTN Group operates three business divisions:\u00a0MTN-SA (South Africa),\u00a0MTN International, and\u00a0Strategic Investments. 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