High Value Postpaid Call Centre Agent-MTN SA

🗏Job Type

Full Time

Mission/ Core purpose of the Job:
To promote and maintain the image of the company via the call centre by effectively communicating with all inbound callers, assuring that their requirements are evaluated in an efficient and courteous manner and that appropriate solutions are provided for problems presented

Detailed Description

Key Performance Areas:Task Complexity:
Operational Processes
Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
Work consistently according to standard operating procedures
Task execution
Courteously and timeously answer all inbound telephone calls
Strive to make callers feel valued and important
Attend to queries and needs of callers as required within procedures

Provide help with handset and related queries
Load all products and services on the systems as required by customers
Ensure accurate logging of all calls
Escalate any anomalies
Draw up comprehensive action manager notes for all transactions
Maintain customer relationships
Improve methods of carrying out work through on-the-job concrete experience
Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
Support the work performed by others
Perform ad hoc projects on an occasional basis as required
Continuously improve knowledge around new technology in cellular telecommunications
Problem solving
Address problems on a case by case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organisation
Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
Initiate resolution of operational problems
Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
Offer input and judgments relevant to own technical expertise and experience
Base judgement predominantly on knowledge, skills and experience to solve problems
Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order to solve problems
Customer Service (internal / external)
Ensure that all callers feel valued and important
Consider the implications of actions to be taken on the image of the company
Understand the immediate consequence and impact of activity on the business
Respond and attend to queries and problems in line with set guidelines
Escalate unresolved queries timeously
Deliver first time right service excellence.
Quality Control
Ensure resolution of problems on first call as far as possible
Identify processes and procedures where the quality of work may be improved.
Understand the consequences of not maintaining quality focus and operate appropriately
Ensure MTN quality standards are implemented correctly.
Adhere to prescribed schedules
Ensure that service levels meet standards
Job Requirements

Education:
Grade 12
Global Experience Standards:
Minimum of 2years’ experience in a area of specialisation; with experience in working with others
Experience working in a small to medium organisation
Additional Details
Head - Big Picture Focus
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
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
Results Achiever - Delivers individual results and support team objective
Operationally Astute - Organizes work to deliver on daily priorities and plans



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Job id : , #72034, 393 views,

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