Agent: Service Recovery Commercial Operations SA at MTN

JOB DESCRIPTION

• To improve customer satisfaction through proactive and reactive service recovery of MTN customers who have experienced service failure/s or have expressed dissatisfaction with their customer service experience with MTN’s customer service champions
• To minimise customer churn and improve customer satisfaction through proactive and reactive service recovery of MTN customers who have experienced service failure/s or have expressed an intent to discontinue business with MTN SA.
• To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with MTN and encouraging retention of existing customers through service excellence.

RESPONSIBILITIES
Customer Query Resolution

• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide support to customers on their engagement platform of choice and in accordance to MTN's omni-channel engagement strategy (i.e. voice, email, live chat, social media, in store etc.)
• Drive targeted proactive outreach to dissatisfied customers and turn them into satisfied and loyal customers through customer service recovery strategies
• Improve customer experience metrics such as CSAT, tNPS, repeat caller rates, customer loyalty etc.
• 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
• 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, influencer 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 by providing value enhancement offerings to customers
• 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 and customer satisfaction scores. 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

QUALIFICATIONS

• Grade 12
• Minimum of 1-year diploma (or related 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
• Fluent in English
• Verbal and written communication
• Confidence
• Resilience
• Purposeful small talk