Summary
Date Posted: Monday, September 25 2023, Base Salary: Not Disclosed

JOB DETAILS:
Main Job Functions:
Performance management
• Supports Customer interfacing staff Team leaders to communicate and monitor performance standards that are specific and measurable.
• Provides specific performance feedback, both positive and corrective, as soon as possible after an event.

Staff development
• Regularly meets with Customer Interfacing Teams to review their development progress.
• Provides helpful, behaviorally specific feedback to others.
• Shares information and suggestions to support effective coaching.
• Recognizes and reinforces people's developmental efforts and improvements.

Attention to Communication
• Ensures that important information from his/her management on quality processes and standards is shared with support partners appropriately.
• Uses multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail).
• Keeps his/her supervisor informed about progress and problems; avoids surprises.

Excellent customer service
• Quickly and effectively solves customer problems.
• Finds ways to measure and track customer satisfaction for both internal and external customers.
• Presents a cheerful, positive manner with customers.

Closed Loop Feedback
• Regularly surveys customers and ensures their feedback is channeled correctly.
• Follows up on generated customer feedback to ensure it’s actioned on.

KPA Quality Standards/ Measures (KPI'S for job)
• Regular measurement of service delivery against internal compliance standards specifically for customer-facing section of divisions
• Identify the gaps as per service provided by employees and make recommendations as deemed appropriate.
• To survey customers as the Out Bound team in the Closed Loop Feedback process.
• Conduct surveys as and when there is a business need.
• To review and or document customer impacting processes.
• Conduct Calibration sessions with Team Leaders to ensure consistency of assessment standards.

Education:
• A minimum of a bachelor’s degree in business, the Humanities or related area.
• Customer Service training

Experience:
• 1 year in a telecoms service environment
• Experience in a service driven organization.
• 2 - 3 years’ experience in Customer interfacing environment

Key competencies
MTN Brand Ambassador
• Demonstrates the MTN Brand Values of Can Do; Integrity; leadership; Innovation; Relationships.
o Utilizes available opportunities to learn to work together as a team.

Promotes teamwork.
• Actively participates in all team activities.
• Treats all team members fairly.

Attention to detail.
• Implements procedures to ensure high quality of work (e.g., review meetings).
• Monitors the quality of work and keeps track of information or work progress.

Leadership
• Listens to others and communicates effectively and actively participates in exchanges of ideas with others (i.e. at meetings or planning sessions).
• Can influence others through the ability to gain their support for ideas, proposals, projects and solutions.

Decisive
• Is willing to make decisions in difficult or ambiguous situations, when time is critical.
• Takes charge of a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made.
o Demonstrates openness to new organizational structures, procedures, and technology.

Flexibility
• Demonstrates willingness to modify a strongly held position in the face of contrary evidence.

Organization
• Consolidates work and time so as to deliver on timelines.
• Is able to work and get along with other employees in the team while figuring out what each individual is able to do.
• Sets out specific tasks for accomplishment or completion and approaches those tasks with intention.
• Prioritizes tasks to get the most important tasks completed first to optimize their productivity.

Other desirable competencies
• Results Orientation
• Building Collaborative Relationships
• Interpersonal awareness
• Forward thinking
• Stress Management




Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

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