Representative - Customer Service.Commercial Operations SA at Mobile Telephone Networks (Pty) Ltd

Key Performance Areas: 

Task Complexity: 

• Consumer satisfaction.
• In branded store:
• accountable for cash and stock
• accountable for sales and meeting sales targets
• accountable for stock shortages
• Provide consumer advice and education / share product knowledge
• Manage stock in store:
• Management of shortages.
• Obsolescence
• Promotional stock merchandising
• Manage operations in store:
• Warranties
• Customer cell phone repairs (where applicable)
• Returns
• OBF’s
• Identify issues and resolve 
• Communication, in outlet, and with MTN 
• Maintain company’s policies and procedures.
• Manage and account for all cash.
• Conduct actual system transactions eg. activations, suspensions, migrations etc.
• Relevant paperwork and documentation.
• General Customer services: turnaround time, queuing time, accuracy, and productivity.

General Working conditions

Will be required to work weekends as scheduled. Days off will be granted during the week

Shift Work 

KPI Measures

• Turnaround time.
• CSI.
• Sales.
• Queuing.
• Stock and cash accuracy (shortages).
• Customer / consumer complaints.
• Merchandising standards.

Minimum Requirements

Education: 

• Matric/Senior Certificate 
• Fluent in English 

Experience:

• Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
• Experience working in a small to medium organization 

About MTN South Africa

Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.