Representative - Customer Service.Commercial Operations SA
  • Cape Town, Western Cape, South Africa
  • MTN Group
Job Description

Mission / Core purpose of the Job :

Ensures that tangible deliverables are met.

Key Performance Areas : Core, essential responsibilities / outputs of the position (KPA's)

Key Deliverables

  • Consumer satisfaction.
  • In branded store :
  • accountable for cash and stock
  • accountable for sales and meeting sales targets
  • accountable for stock shortages
  • Provide consumer advice and education / share product knowledge
  • Manage stock in store :
  • Management of shortages.
  • Obsolescence
  • Promotional stock merchandising
  • Manage operations in store :
  • Warranties
  • Customer cell phone repairs (where applicable)
  • Returns
  • OBF’s
  • Identify issues and resolve
  • Communication, in outlet, and with MTN
  • Maintain company’s policies and procedures.
  • Manage and account for all cash.
  • Conduct actual system transactions eg. activations, suspensions, migrations etc.
  • Relevant paperwork and documentation.
  • General Customer services : turnaround time, queuing time, accuracy, and productivity.

Job Requirements (Education, Experience and Competencies)

Education :

  • Minimum of 1-year diploma (May vary in accordance with specific country Opco qualification standards)
  • Fluent in English and language of country preferable

Experience :

  • Minimum of 2 years’ experience in an area of specialisation; with experience in working with others
  • Experience working in a small to medium organization

Competencies :

Head - Big Picture Focus (5)

  • Solution Provider - Executes task in relation to tactical plans
  • Problem Solver - Learns from others and draws on past experience to solve challenges
  • Quality Enabler - Executes on commercial practices and identifies areas of continuous improvement

Heart Emotionally Intelligent (15)

  • Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours
  • Caring People Employee - Is self-aware and takes accountability own personal development to realise full potential
  • Relationship Manager - Champions the MTN brand

Hands Results Focused (60)

  • Results Achiever - Delivers individual results and support team objective
  • Operationally Astute - Organizes work to deliver on daily priorities and plans

Authorities

As per MTN DOA

Collaboration (Formal and Informal Relationships)

Responsibility towards :

  • who are they and what do they receive from the incumbent
  • direct reports,
  • matrix reports,
  • key customers,
  • key suppliers,
  • relations, etc.

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