Current Vacancies at MTN

JOB DESCRIPTION

The Specialist: Premium Relationship Management serves as the single point of contact for premium clients through the entire lifecycle of a customer (from onboarding to retention/cancellation). Specialist: Premium Relationship Management act as client advocates and work with internal departments to ensure that client needs are understood and satisfied. They may assist with making sales, handling client complaints, collecting and analyzing data, and improving the overall customer experience.

The Specialist: Premium Relationship Management is responsible for maintaining the customers' loyalty. As such, customer account managers are expected to provide first-class service to their customers. This includes providing them special promotions related to the company's services, supporting special communication lines for client concerns, and expediting client requests. They ensure that their customers receive their product or service requests on time and in good condition..

RESPONSIBILITIES
Customer Query Resolution

•  Ensure delivery of CXO objectives in alignment with CXO strategy
•  Provide input into the long-term plan (1-2 years) for the premium customer experience function.
•  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
•  Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for customers once resolution has been achieved
•  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.)
•  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
•  Responds appropriately and timely to complex, high risk, customer complaints including key state regulatory bodies.
•  Enters detailed case history into complaints management system throughout the investigation and resolution process including notes, copies of letters, and other documentation.
•  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
•  Interact with other departments to communicate trends and customer feedback to facilitate problem resolution.
•  Assist in identifying trends and patterns pertaining to online customer requests and needs to continually improve all aspects of service delivery.

Customer Relationship Management

•  Operating as the lead point of contact for any and all matters specific to your accounts
•  Building and maintaining strong, long-lasting customer relationships
•  Overseeing customer account management, including negotiating contracts and agreements to maximize profit
•  Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
•  Communicating with clients to understand their needs and explain product value.
•  Building relationships with clients based on trust and respect.
•  Collecting and analyzing data to learn more about consumer behavior.
•  Maintaining updated knowledge of company products and services.
•  Acting as a client advocate with a focus on improving the buyer experience.
•  Acting as the middleman between the company and the customer.
•  Provide general relationship management, technical assistance, up selling, and customer support to the client.
•  Leverage value enhancement opportunities 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

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
Education

•  Grade 12
•  Call Centre Diploma / 3 Year degree / Diploma in Commerce (Marketing / Communication) or related experience
•  Certificate in Yellow Belt Six Sigma / Green Belt Six Sigma is advantageous
•  Minimum of 3 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: value positioning and enhancement techniques, telephone etiquette, relevant policies and procedures

Skills

•  Fluent in English
•  Verbal and written communication
•  Leadership skills
•  Mentoring and coaching
•  Confidence
•  Resilience
•  Context gathering
•  Purposeful small talk

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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 ensure effective service delivery and resource utilisation in the service recovery team and coordinate the execution of customer experience recovery strategies for all prepaid and postpaid business and consumer customers

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 Service Recovery Supervision

•  Operationalize CXO service recovery 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 reactive and proactive service recovery and customer value enhancement strategies
•  Ensure that all staff are clear about what is expected of them with regards to customer service recovery, internal and external customer service, and leads generation.
•  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
•  Ensure support is provided 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.)
•  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 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.
•  Help identify customers that require service recovery based on CSAT, tNPS, repeat caller rates etc.
•  Drive targeted proactive outreach to dissatisfied customers to mitigate customer churn
•  Ensure that Contact Centre benchmarks are attained
•  Monitor competitor activity and report for retention purposes and proactive customer experience
•  Handle escalated calls from the Contact Centre agents and from clients wanting to speak to management
•  Ensure that new customers are welcomed to MTN’s world of possibilities
•  Ensure that dial campaigns to discourage customers from cancelling their contract are achieving their objectives
•  Ensure high customer satisfaction rates are achieved
•  Initiate outbound campaigns to achieve targets
•  Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc.
•  Ensure that equipment and infrastructure is in working order and maintained and any faults reported timeously
•  Drive a culture of EPIC customer experience and sales-through-service
•  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

Supervisor Service Recovery 3

• Key Activities & Responsibilities

Project Management

•  Manage and execute operational projects against the CXO Plan
•  Encourage agents to contribute to operational projects through tactical plans
•  Deliver against standards & deadlines required of the CXO Plan
• Operations, Process and Procedure Supervision
•  Directly supervise and co-ordinate day to day technical operational activities
•  Ensure effective implementation of policies, processes, and procedures. Put effective methods and standards in place
•  Ensure that the correct actions and escalation procedures are properly adhered to and followed closely
•  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

Quality Control and Improvement

•  Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance. Where stipulated, provide insight through analysis/synopsis/root cause analysis of queries making recommendations to business for intervention through training, coaching, technology, process, and customer education
•  When required, 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.
•  Provide input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems
•  Provide input into the establishment of systems and sound practices to comply with best practices, legislation or other regulations and guidelines
•  Establish and maintain quality standards that will enhance cost efficiency as well as the customer experience
•  Work consistently according to standard operating procedures
•  Understand the quality standards of the job and the reason for these standards and communicate to others
•  Understand and communicate the consequences of not maintaining quality focus
•  Identify processes and procedures where the quality of work may be improved
•  Analyse situations and take necessary action to ensure quality is maintained
•  Conduct surveys and seek feedback from clients and other stakeholders and continuously seek ways of improving on quality and customer service standards.
•  Manage risk exposure by implementing the necessary controls, ensure compliance to PPP’s
•  Assist the business in finding ways to improve service levels
•  Adhere to all continuous improvement and innovation at policy, process and procedural level for back office operations
•  Provide insights on top trends and make recommendations to the CXO Management

People & Culture Supervision

•  Take overall responsibility of shift management within the team. Review shift schedules by Workforce Planning and ensure that rosters are fair and consistent – escalating and resolving on behalf of agents as required
•  Provide relevant shift management reports as set out by line manager
•  Host regular engagements with agents to provide business updates and get their input on how to improve the team, CXO, MTN as well as to provide a platform for them to share and collaborate
•  Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
•  Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
•  Create and implement personal development plans
•  Define the divisional KPAs and KPIs that will be cascaded down to each area
•  Manage Performance and identify training needs. Ensure team receives all relevant training. Coach and guide subordinates
•  Enable and model healthy employee relations and collaborative teamwork
•  Manage diversity, develop, and embed an Employment Equity plan for the business area
•  Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
•  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 organisation. Build the Company’s brand to be the employer of firstchoice

QUALIFICATIONS

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

Experience

•  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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Mission/ Core purpose of the Job
Design and build of Cyber Security Systems within the TCoE (Technology Centre of Excellence) in line with the business requirements of MTN SA enterprise business customers and all other OPCOs. 

•  Context (Global influences, environmental / industry demands, organisational mission etc.)
•  An ever-changing landscape of Cyber Security for both on-Prem and Cloud workloads. 
•  Ability to keep track of global technology advancements and stay abreast of standardization work of relevant industry bodies
•  Highly competitive market with increasing competition
•  Rapidly moving technological field
•  Ongoing research and knowledge acquisition
•  Global and local market dynamics and development
•  Client and technology demand and growth trends
•  Trends within the industry as being experienced and embraced Internationally and locally

RESPONSIBILITIES
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity: 
Strategic Input

•  Contribute to the design and build of the Cyber Security platforms for Managed security services.
•  Participate in the translation of Cyber Security products and architecture into detailed designs for implementation 
•  Assist in formulating inputs towards the technology strategy. 
•  Assist in the build and operate effort in line with the strategy to internally build and support Cyber security platforms. 
•  Have a sound understanding of a variety of E-mail security technologies.
•  Sound deployment experience with multiple firewall vendors
•  Basic understanding of routing and switching which is critical for an implementation engineer.

Planning & Delivery

•  Work closely with the Cyber Security platforms planning team in support of the Security product roadmap. 
•  Collaborate and provide business with knowledge of the technical capability of the platforms 
•  Understand business requirements and be able to translate these into technical terms
•  Manage design guidelines for Cyber Security Platforms
•  Ensure translation of high-level plan to low level design
•  Prioritise access/core Cyber Security network growth
•  Identify geographical location for equipment to be installed
•  Verify configurations – Ensure a consistent and standardized configuration for all systems built.
•  Ensure implementation of Cyber Security plans is carried out fully with a smooth handover to Network Operations for cutover and integration into the live network.
•  Ensure that policies, procedures and quality standards are adhered to in the planning process

Network Optimisation & Performance

•  Ensure quality objectives are met and maintained
•  Ensure future proof Cyber Security plans to guarantee deliverables are met according to customer requirements both internal and external 
•  Track and report on performance problems to the planning team 
•  Investigate performance issues and identify changes required on division level
•  Review design and drive optimization changes
•  Contribution to Tender evaluations and formulations
•  Provide T2/T3 support to the managed Firewall service.
•  Provide T2/T3 support to the e-mail Security Service.
•  Willing to work overtime and do standby support.

Communication and co-ordination

•  Ensure communication with the project office for any Cyber security build projects.
•  Prepare implementation and integration documentation
•  Co-operate with and support of other network group departments at all levels
•  Manage and interface with other areas of the MTN business outside of the Cyber Security department as required for successful planning and implementation (e.g., with Suppliers, 3rd Parties, local Cyber Security Engineers and Business & Logistics department to ensure that contracts from a technical perspective are negotiated in the best interest of MTN)

Financial Management

•  Continuously strive to identify and eliminate non-contributory expenditure
•  Assist line management to minimize expenditure in line with agreed budget

Project Delivery

•  Take part in the execution of agreed Security projects 
•  Drive the design and implementation, tracking, monitoring and compliance of Projects
•  Ensure that implementation projects are delivered within the stipulated time.
•  Provide technical leadership on all technology discussion in the build of a new product.
•  Ensure effective implementation of the integrated project management model 
•  Risk management

Supervisory / Leadership / Managerial Complexity:  

•  Influence junior Cyber Security Specialist / Engineers (local or regional) w.r.t Cyber Security related issues and policy
•  Communicate actively throughout Network Group
•  Develop and manage standards and specifications
•  Ensure our graduate trainees are well introduced to our security platforms and show mentorship.

 
QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education: 

•  3-year Degree or National Technical Diploma in Engineering or Computer Science
•  CCNA-Security highly beneficial
•  CCNP-Security highly beneficial
•  NSE5 or Higher is desirable.
•  MS-Security certifications -added advantage (AZURE-Fundamentals)
•  Fluent in English

Experience:

•  More than 3 years’ experience with at least one Firewall security platform (FortiGate preferred).
•  MS-Security products (MS-Intune, MS-Defender for 365).
•  DDoS Protection (Arbor).
•  Experience with Vulnerability Management technologies like Tenable, Qualys will be an added advantage.
•  Experience with Mobile device management (MaaS360 and Samsung-Knox)