Current Opportunities at MTN

JOB DESCRIPTION

• To provide daily administrative support to the General Manager, Senior Managers and CXO Administration and Communications team
• Improved accuracy and attention to detail 
• Improved quality of support and service provided to business unit 
• Improved efficiency and effectiveness with handling queries and resolving problems 
• Improved processing and receipt of invoices in the business unit 
• Enhanced prioritization and co-ordination of work activities

RESPONSIBILITIES
Logistical & Administrative Support 

• Serve as a central communication point for departmental information (i.e. scheduling of meetings and dissemination of information) 
• Monitor all stakeholder engagements, follow-up, and record closure on engagements 
• Collate submissions for Meetings and prepare meeting packs 
• Facilitate the booking of meeting venues and arrange any logistical requirements (e.g., dietary requirements, catering, invoicing, accommodation, etc.) at any of the facilities 
• Dispatch meeting packs and ensure the delivery thereof to internal and external stakeholders 
• Process all stakeholder requests to the Leadership team according to protocol and policy/procedure 
• Administer all business travel and accommodation as required for General Managers Document 

Filing & Maintenance 

• Ensure that the minutes of meetings are filed in the shared drive 
• Ensure that documented submissions are in place and filed for future reference 
• Maintain and create an efficient and user-friendly filing system 
• Create and update files within the administration system as needed and file documents correctly 
• Track daily activities of the CXSO and provide progress updates to the Leadership team 
• File all incoming correspondences after taking relevant action or instructions 
• Keep distribution lists updated monthly (i.e. resignations, onboardings) 
• Arrange events end to end with insights and directions from leadership team 

Financial Support 

• Prepare and monitor all expenditure requisitions, and general requisitions on Oracle (creation – recon process) 
• Ensure sufficient supplies in stationery and general office requirements 
• Provide general administration support database management, record keeping, filing, etc.) to the BU within scope of control 
• Give insights around budget requirements in OPEX meetings 
• Monitor encumbrance in OPEX reports, continuously and report all variances to Management and Finance 
• Monthly supplier account recons 
• Ensure timeous Supplier payments in accordance to contractual obligations and MTN Policies 
• Enlist assistance of finance to complete monthly accruals and projections 
• Track open Purchase Orders, monthly and ensure closures are executed with support from buyers 
• Record and track all contracts in CXSO and highlight expiry dates to leadership 6 months in advance 

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

QUALIFICATIONS

• Grade 12 
• Diploma in Office Administration/ Secretarial Administration
• Minimum of 2 years’ experience in Office administration 
• Experience working in a small to medium organisation
• Fluent in English 
• Strong organsational skills 
• Attention to detail 
• Proficient in MS Office 
• Customer service skills

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JOB DESCRIPTION

• Improved archiving of communication materials/ documents 
• Improved alignment of communication initiatives to communication strategy 
• Improved quality and frequency of communication methods employed 
• Improved design of communications for CXO 
• Enhanced communications for road shows
•  Enhanced customer service delivery

RESPONSIBILITIES
Communications Design 

• Based on communication strategy, execute communication plans and activities. This includes the development of illustrative communication content and creating designs, concepts and layouts to compliment written communication 
• Develop graphics and layouts of communication using relevant computer software. Where necessary draw and print charts, graphs, illustrations, and other artwork 
• Facilitate video development where necessary 
• Collaborate with others to develop or refine designs 
• Confer with internal and external clients to determine needs in respect of communication required. Follow up on and respond to all queries from stakeholders 
• Facilitate sign-off off communication methods and content
• Facilitate communication/presentation for road shows 
• Provide input into communication via newsletters e.g GM Bulletin 
• Liaise with suppliers where design is outsourced to ensure timeous delivery 
• Maintain archive of images and photos, and previous communication 
• Provide project/initiative communication support 
• Report on communication plans and activities 

Customer Satisfaction 

• Align service delivery to local market segments 
• Understand customer needs and develop and fine-tune delivery accordingly 
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures 
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Adopt a proactive approach to prevent problems from arising in the future 
• Initiate change to continually improve all aspects of service delivery 

Continuous Improvement

• Identify processes and procedures where the quality of work may be improved
•  Assist the business in finding ways to improve service levels 

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

QUALIFICATIONS

• 3-year degree/diploma in communication design processes and procedures or similar relevant qualification
• Minimum of 3 years’ experience 
• Experience working in a small to medium organisation 
• Good knowledge & understanding of MTNSAs products & services
• Fluent in English 
• Proficient in MS Office, content management systems and social media platforms 
• Use of relevant software/ system 
• Good time management and organizational skills

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JOB DESCRIPTION
Team Leader responsibility is to manage a team on individuals and ensure that the below mentioned activities are executed according the agreed timelines and ensure that work delivered is of a high quality. The key deliverables are as follows

• Ensure constant monitoring of systems and interactions, and send reports as required by the relevant business units. Conduct regular tests of systems and monitor service levels at all contact Centre touch points. Ensure that the correct escalation is done within 10 minutes of becoming aware of the issue
• Monitoring of staff adherence and reporting thereof. Testing and monitoring of ACD, e-Gain, Dialer, SMS, Website and other customer interaction channels functionality.
• Assisted information decision making with regards to staffing resources and routing of calls and emails

RESPONSIBILITIES

Real Time Operations Performance 

• Speed of issue identification and management to resolution 
• Quality, accuracy and timing of reports 

Customer satisfaction 

• Meet and exceed predetermined targets 
• Effective dissemination of information and communication with Operations and Support Functions 
• Achievement of customer KPA’s 
• Achievement of internal processes KPA’s

Incident Management 

• Report observed incidentsfrom operations and log with IS or responsible function / operations 
• Liaise with Contact Centre Managers / Supervisors on incident mitigation actions; progress and status reports 
• Assist with IVR messaging for relevant message changes to manage customer experience if impacted by incident 
• Liaise with support functions to manage incident to resolution including IS; Outsource Partner; IVR and Network teams 
• Record incident facts and impacts on agents including date, durations and log numbers

Customer Satisfaction 

• Align service delivery to changing market requirements 
• Understand customer needs and develop and fine-tune systems accordingly 
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures 
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Adopt a proactive approach to prevent problems from arising in the future 
• Initiate change to continually improve all aspects of service delivery 
• Drive continuous improvement as an important element of service delivery 
• Identify trends and patterns pertaining to customer requests and needs and filter this information through to relevant parties to continually improve all aspects of service delivery 

Team Leadership 

• Conduct effective coaching and performance management to develop staff 
• Manage team leave and ensure that the relevant policies are adhered to in respect of the management of the team. 
• Conduct weekly meetings regarding overall team performance and KPI’s 
• Conduct weekly one-on-one sessions with each team member to discuss prior week’s performance as well as delivery 
• Monthly Performance Optimization sessions to be conducted with each team member 
• Effective communication to line managers of all risks that potentially impact on delivery of core function 
• Roll out 1 business improvement team project every quarter. 
• Conduct quality checks on deliverables, communications and reporting on a regular basis and mitigate related risks effectively.
•  Monitor team productivity and performance effectively. 
• Track monitor and manage team shrinkage and ensure related risks are mitigated effectively. 
• Performance management

QUALIFICATIONS

• Minimum of 3-year tertiary diploma (may vary in accordance with country qualification standards) 
• Relevant certification / IT qualification/certificate - advantageous 
• Fluent in language of country with basic command of English
• Minimum 3 years Contact Centre experience 
• 1 Year in a real-time monitoring or workforce management role (advantageous) &/or 
• Leadership experience (advantageous)

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JOB DESCRIPTION
They will lead a team to provide world-class second line support across multiple channels. Their purpose is to:

• 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 second line support platforms for channels and partners 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
• Improved quality of customer support and service provided 
• Improved communication and connection with customers 
• Increased visibility and positive online sentiment 
• Improved efficiency and effectiveness with handling queries and resolving problems 
• Enhanced prioritisation of customer experience and brand perception 
• Revenue generation
• Oversee team’s performance, provide guidance, support, identify needs and manage the relations between employees and MTNSA

RESPONSIBILITIES
Customer Query Resolution Supervision 

• 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 internal and external 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 
• Maintain continuous feedback loop with direct reports and ensure communication to keep stakeholders informed of actions and finally of resolutions provided. 
• Review formal business communication for channel and sales partners and/or customers once resolution has been achieved 
• Work closely with 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 
• 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 Revenue Generation 
• Provide CXO revenue opportunities by developing an operational plan to use the existing customer contacts as opportunities to upsell, cross-sell and proactively retain MTN customers 
• Set targets inclusive of CXO revenue generation targets and individual revenue generation targets with the OMNI channel teams. Support team in achieving targets 
• Tracking revenue generation goals and reporting results as necessary 
• Develop OMNI channels teams through motivation, coaching, and product knowledge education. 
• Promote the organisation and products through existing customer contacts 
• Drive the take up of self-help and digital services through coaching and evaluation of agents 
• Justify and record all actions that require budget/finance such as credits and refunds. Ensure service recovery cost is justified in terms of customer retention

QUALIFICATIONS

• 3 year Degree / Diploma in Marketing / Communication, PR, or related
• Minimum of 3 years’ experience Leader within Customer Care environment 
• Supervisor/Team lead experience will be advantageous 
• Experience working in a medium to large organisation. 
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures

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JOB DESCRIPTION
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
• Improved quality of customer support and service provided Customer sentiment conversion and increased customer retention Improved communication and connection with customers Improved efficiency and effectiveness with handling queries and resolving problems Enhanced prioritisation of customer experience and brand perception Increased profit generation

RESPONSIBILITIES
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

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 
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
• Fluent in English
•  Confidence 
• Resilience 
• Purposeful small talk