Agent - Written Correspondence and Live Chat Commercial Operations SA at MTN

JOB DESCRIPTION

• The key purpose of the Agent: Written Correspondence is to provide world-class first line  support within the Written Correspondence (email) and Live Chat/WhatsApp environment. The Agent will respond to customer enquiries ensuring that customer requirements are evaluated effectively, and that the most appropriate and effective solutions are provided.

The Agent: 

• Written Correspondence operates within Customer Experience and Operations/CXO, Non-voice channels. Their portfolio includes (but is not limited to) first line support around topics and enquiries related to all MTN products & services, billing & account management, MFS, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc. 
• Focus areas (email or WhatsApp/live chat) will be designated through WFM and/NonVoice leadership. The Agent: 
• Written Correspondence, will be multi-skilled in order to ensure that the highest customer satisfaction standards are met, and operational performance metrics are achieved.

RESPONSIBILITIES
Leading Customer Experience 

• Ensure delivery of day-to-day customer service delivery in alignment with CXO strategy 
• Execute consistent delivery of all contracted KPIs (individual, business unit and shared KPIs) with a key focus on sentiment conversion and customer retention 
• Operate across all Written Correspondence touchpoints (email & WhatsApp) and within the Outbound Contact Center as dictated through Standard Operating Procedures (SOP) , and in alignment with quality standards 
• Provide first line support across Written Correspondence, responding to enquiries that include topics related to (but not limited to) MTN products & services, billing & account management, MFS, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc. 
• Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated to second line support in line with the escalation processes 
• Adhere to channel designation through work-force-planning and KPI’s 
• Offer innovative solutions to customers, while adhering to the PPP’s and keeping within the parameters of key legislature and business rules 
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions 
• 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. 
• Drive self-service adoption through customer education 
• Identify potential threats to brand and execute recovery processes timeously Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance 
• Justify & record all actions that require budget/finance such as credits and refunds. Ensure service recovery cost is justified in terms of customer retention 
• Where 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. 
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards 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 
• Update customer details (email, contact number) on all customer contacts

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. 
• At least 1 years’ experience in a written/electronic customer service environment/second/third line support 
• A written communication assessment score of 80% and above 
• Advantage - Track record of meeting FCR requirements within a customer service environment 
• Knowledge of sales techniques and telephone etiquette