• Lead, manage, and enable their teams to ensure success as well as CXO’s strategic
and operational objectives placing MTN at the forefront of leading customer
experience
• Ensure that all customer expectations across MTN’s approved Social Media
platforms are met and positive online sentiment is achieved and maintained
• Drive Digital engagement and ultimately transformation across the CX,
transitioning internal and external customers from traditional touchpoints to Digital platforms

Leading Customer Experience

• Operationalise CXO strategic plan (through team) against set targets and objectives, and in alignment with the broader CXO strategy
• Provide input into the long-term plan (2-3 years) for Digital Service
• Ensure that all staff are clear about what is expected of them with regard to customer service, leads generation, and contact prevention
• Ensure that coaching on customer contacts is done on a weekly basis using the set coaching and evaluation tools
• Facilitate VOC/calibration sessions in the team to ensure that the culture of #CXtramilers is constantly embedded within CXO
• Regularly conduct live and history quality assessments of the team. Take corrective action where people have failed to meet service standards
• Ensure that agents are owning and resolving escalated customer complaints – FCR achievement is embedded in the team’s culture
• Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness
• Works with stakeholders within the organisation to resolve customer issues that are not caused by Customer Care staff e.g., Technology, Processes, Marketing, etc.
• Respond with agility to resolve any situation that arises during a shift that could compromise customer experience
• Provide 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.
• Drive a culture of EPIC customer experience and sales-through-service

Operations, Process and Procedure Supervision

• Directly supervise and co-ordinate day to day technical operational activities
• Develop standard operating procedures, ensure effective implementation of policies, processes, and procedures for Digital Care. Put effective methods and standards in place to
monitor compliance
• Ensure that the correct actions and escalation procedures are properly adhered to and followed closely (including customer shifts)
• Drive day-to-day operational performance in accordance strategic objectives. Review daily and implement actions to address gaps
• Ensure that relevant MI, Monitoring Systems, and reports are in place and utilised to ensure close monitoring and management of operational performance
• Resolve day-to-day operational challenges that could impede on successful delivery of KPIS and objectives
• Ensure that agents are fully equipped to respond to customer needs and expectations. This includes supporting agents on shift to drive efficient and ensure effective operational
performance
• Adhere and drive adoption and compliance to all PPPs defined for MTN SA, which may cut across functional areas
• Drive adoption of playbooks, knowledge-based systems, CXO Standard Operating Procedure and communication updates
• Ensure that queries and needs of internal and external customers are attended to as required and within set procedures.
• Ensure that standards are always achieved around brand identity when it comes to engagement.
• Where possible drive the education of customers on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed
• Ensure that all risk and compliance activities, training and procedure are delivered and adhered to within the stipulated timeframes
• Ensure that all SLA’s with internal and external suppliers are adhered to.
• Provide second tier support and third-party support

• 3 year Degree / Diploma in Marketing / Communication,
  PR, or related

• Minimum of 3 years’ experience Leader within Social
  Media Customer Care/Social Media Content
  environment
• Supervisor/Team lead experience will be
  advantageous
• Experience working in a medium to large
  organisation.
• Has a sound online portfolio (Blogs, social media
  presence)
• Requires knowledge on: Sales techniques, telephone
  etiquette, relevant policies and procedures