Operates within Customer Experience and Operations/CXO and is responsible for all MTN second line support across touchpoints that are related (but not limited to) MTN products & services, billing & account management, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc.

Their purpose includes:
• To provide world-class second line support to all-customer touchpoints
• To respond to inbound calls, outbound service campaigns, managing all tickets/cases/emails received end-to-end
• To provide feedback to both the customer and the originating front-line team/agent

Customer Query Resolution
• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide second line support across MTN. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management, credit control,
collections, sales, partner & channel support, customer retentions, MNP, handset collections & delivery, fraud, device & technical enquiries as well as network coverage enquiries
• Acknowledge and resolve all queries received end-to-end providing feedback to both the originating touchpoint and the customer within the agreed turn-around-times and set
service level agreements. Focus on sentiment conversion and customer retention
• Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
• Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for customers once resolution has been achieved
• Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual disputes are at play
• Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
• Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
• Use relevant tools to support customers on product, system and process knowledge
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
• Meet service quality standards as outlined
• Drive self-service adoption through customer education
• Identify potential threats to brand and execute the brand emergency process timeously
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Operational Processes and Procedures
• Adhere to all PPPs defined for MTN SA, which may cut across functional areas
• Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
• Adhere to the CXO Standard Operating Procedure
• Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
• Attend to queries and needs of internal and external customers as required within set procedures
• Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
• Ensure that standards are always in place around brand identity when it comes to engagement
• Where possible educate customer on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed

Profit Driving
• Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
• Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
• Converse & engage with customers around MTN offerings
• Make concerted efforts to retain MTN Customers upon cancellation request
• Recover the service where customers complain about service, product, process issues
• Proactively engage customers on all active planned campaigns
• Proactively educate and inform customers about MTN’s self-help/digital service offerings
• Update customer details (email, contact number) on all customer contacts

Quality Control and Improvement
• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve customer service and support provided, and identifying trends
• Assist the business in finding ways to improve service levels. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process and customer service standards.
• Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
• Provide insights on top trends and make recommendations to the CXO Management
• Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
• Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
• When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance, Legal, Corporate Affairs, Regulatory, etc.
People & Culture
• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice
• Establish and build professional and sound relationships with colleagues, customers, and service providers
• Forge relationships throughout the entire service operations division to maintain and improve performance

Education:

• Grade 12
• Minimum of 1-year diploma (or related experience)

Experience: 

• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions.
• Advantage – Track record of meeting FCR requirements within a customer service environment
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures