Website MTN
MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital servi… read moreces to markets across Africa and the Middle East. Through our extensive investment in advanced communication infrastructure over the past two decades, the talent and experience of our people, as well as the strength of our brand, we have grown to now have a presence in 24 countries, connecting over 231.0 million people. We offer an integrated suite of communications products and services, including traditional mobile voice and data, digital and mobile financial services as well as enterprise services. MTN continues to believe in the investment potential of emerging markets and thus deliver quality services that respond to our customers’ present and future needs. Every initiative undertaken, every innovative stride made, every award-winning product developed, is aimed at making our clients’ lives a whole lot brighter, as we lead the delivery of a "bold, new Digital World”. MTN Group Limited Innovation Centre 216 14th Avenue Fairlands
Mission/ Core purpose of the Job:
To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with Supersonic and encouraging retention of existing customers through service excellence.
Responsibilities
Key Performance Areas:
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
Answer inbound customer cancellation communications with the objective to saving and retaining the customer.
Outbound communication to customers who are due to cancel their contracts with the objective to saving and retaining the customer
Responding to customer inquiries via available systems with the objective to saving and retaining the Supersonic customer
Contact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc.
Use of the various saves tools to save customers, retentions playbook.
Initiate dial campaigns to discourage customers from “churn”
Strive to make customers feel valued and important and prevent them from leaving
Maintain excellent customer relationships
Attend to queries and needs of customers as required within procedures
Process upgrade documentation when a customer has decided to upgrade
Escalate any anomalies or problems to management
Draw up comprehensive action manager notes for all transactions
Compile daily productivity reports as required
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
Continuously improve knowledge around new technology in telecommunications
Deal with inbound and outbound calls
Attend to correspondence via all channels required
Monitor stock requirements and inform supervisor
Perform ad hoc projects on an occasional basis as required
Manage Cancellations and Audits from start to completion
Coordinate with customers, FNOs, transport providers and internal stakeholders to ensure smooth service delivery and equipment collections
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 organization
Sort, accumulate and analyze 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 Supersonic customers feel valued and important
Provide accurate advice and information to customers and adhere to quality standards
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
Ensure quick and accurate processing of customer queries
Deliver first time right service excellence – “Do it right the first time”
Schedule adherence & timekeeping
Ensure adherence to planned schedules
Ensure that all service levels are met including call answer rate, abandonment ratio, average handled time, call work, breaks, adjustments, personal time, unavailable, dispositions, csat, nps etc.
Quality Assurance
Ensure that all customer communications are done in a compliant fashion via adhering to the call guide and scripts.
Ensure that quality assurance targets are achieved
Ensure that customers are provided accurate information with regards to their products and services
Ensure that customers are provided the required legal information that is required by law and Supersonic policies • Ensure that customers are provided the required legal information that pertains to their contracts
Identify processes and procedures where the quality of work may be improved.
Understand the consequences of not maintaining quality focus and operate appropriately
Ensure Supersonic quality standards are implemented correctly.
Qualifications
Education:
Matric
Certificate/ Diploma in Commerce (Marketing/Communications or related) will be an advantage.
Global Experience:
Minimum of 2 years’ experience in an area of specialization; with experience in working with others
Experience working in a small to medium organization
Training
Computer Literacy
Telephone Etiquette
Quality standards
Procedures and processes
Products and Services
Systems- Rockwell, EPPIX, Wizard, ISI, Imaging, Smart Wizard, Tetra, CVE, etc
Handset and data training
Apply Before 06/05/2026
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Apply via company website ( http://www.mtn.com ) or