Mission\/\u00a0Core purpose of the Job:\u00a0 \u00a0<\/p>\n
\tTo 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.\u00a0<\/p>\n
Responsibilities<\/p>\n
Key Performance Areas:\u00a0\u00a0<\/p>\n
Operational Processes\u00a0<\/p>\n
\tWork with existing processes and procedures in such a way that operational efficiencies and performance are enhanced\u00a0
\n\tContinually improve existing processes and procedures to enhance effectiveness, efficiency and performance\u00a0
\n\tWork consistently according to standard operating procedures\u00a0<\/p>\n
Task execution\u00a0<\/p>\n
\tAnswer inbound customer cancellation communications with the objective to saving and retaining the customer.\u00a0
\n\tOutbound communication to customers who are due to cancel their contracts with the objective to saving and retaining the customer\u00a0
\n\tResponding to customer inquiries via available systems with the objective to saving and retaining the Supersonic customer\u00a0
\n\tContact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc.\u00a0
\n\tUse of the various saves tools to save customers, retentions playbook.\u00a0
\n\tInitiate dial campaigns to discourage customers from \u201cchurn\u201d\u00a0
\n\tStrive to make customers feel valued and important and prevent them from leaving\u00a0
\n\tMaintain excellent customer relationships\u00a0
\n\tAttend to queries and needs of customers as required within procedures\u00a0
\n\tProcess upgrade documentation when a customer has decided to upgrade\u00a0
\n\tEscalate any anomalies or problems to management\u00a0
\n\tDraw up comprehensive action manager notes for all transactions\u00a0\u00a0
\n\tCompile daily productivity reports as required\u00a0\u00a0
\n\tImprove methods of carrying out work through on-the-job concrete experience\u00a0
\n\tEnsure that resources of time, skills, equipment and materials are neither wasted nor misused\u00a0
\n\tSupport the work performed by others\u00a0
\n\tContinuously improve knowledge around new technology in telecommunications\u00a0
\n\tDeal with inbound and outbound calls\u00a0
\n\tAttend to correspondence via all channels required
\n\tMonitor stock requirements and inform supervisor\u00a0
\n\tPerform ad hoc projects on an occasional basis as required
\n\tManage Cancellations and Audits from start to completion
\n\tCoordinate with customers, FNOs, transport providers and internal stakeholders to ensure smooth service delivery and equipment collections<\/p>\n
Problem solving<\/p>\n
\tAddress problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organization\u00a0
\n\tSort, accumulate and analyze information about a particular situation or problem to assist with problem solving\u00a0\u2022 Initiate resolution of operational problems\u00a0
\n\tFollow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers\u00a0
\n\tOffer input and judgments relevant to own technical expertise and experience\u00a0
\n\tBase judgement predominantly on knowledge, skills and experience to solve problems\u00a0
\n\tExercise 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\u00a0<\/p>\n
Customer Service (internal \/ external)\u00a0<\/p>\n
\tEnsure that all Supersonic customers feel valued and important
\n\t\u00a0Provide accurate advice and information to customers and adhere to quality standards
\n\tConsider the implications of actions to be taken on the image of the company\u00a0
\n\tUnderstand the immediate consequence and impact of activity on the business\u00a0
\n\tRespond and attend to queries and problems in line with set guidelines\u00a0
\n\tEscalate unresolved queries timeously\u00a0
\n\tEnsure quick and accurate processing of customer queries\u00a0
\n\tDeliver first time right service excellence \u2013 \u201cDo it right the first time\u201d\u00a0<\/p>\n
Schedule adherence & timekeeping\u00a0<\/p>\n
\tEnsure adherence to planned schedules\u00a0
\n\tEnsure 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.\u00a0<\/p>\n
Quality Assurance\u00a0<\/p>\n
\tEnsure that all customer communications are done in a compliant fashion via adhering to the call guide and scripts.\u00a0
\n\tEnsure that quality assurance targets are achieved
\n\tEnsure that customers are provided accurate information with regards to their products and services\u00a0
\n\tEnsure that customers are provided the required legal information that is required by law and Supersonic policies\u00a0\u2022 Ensure that customers are provided the required legal information that pertains to their contracts\u00a0
\n\tIdentify processes and procedures where the quality of work may be improved.\u00a0
\n\tUnderstand the consequences of not maintaining quality focus and operate appropriately\u00a0
\n\tEnsure Supersonic quality standards are implemented correctly.\u00a0<\/p>\n
Qualifications<\/p>\n
Education:\u00a0<\/p>\n
\tMatric\u00a0
\n\tCertificate\/ Diploma in Commerce (Marketing\/Communications or related) will be an advantage.<\/p>\n
Global Experience:<\/p>\n
\tMinimum of 2 years\u2019 experience in an area of specialization; with experience in working with others
\n\tExperience working in a small to medium organization<\/p>\n
Training\u00a0<\/p>\n
\tComputer Literacy\u00a0
\n\tTelephone Etiquette\u00a0
\n\tQuality standards\u00a0
\n\tProcedures and processes\u00a0
\n\tProducts and Services
\n\tSystems- Rockwell, EPPIX, Wizard, ISI, Imaging, Smart Wizard, Tetra, CVE, etc\u00a0
\n\tHandset and data training\u00a0<\/p>\n
Apply Before 06\/05\/2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.mtn.com ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"MTN","_company_website":"http:\/\/www.mtn.com","_company_tagline":"MTN Group Limited entered the telecommunications scene at the dawn of South Africa\u2019s 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\u2019 present and future needs. Every initiative undertaken, every innovative stride made, every award-winning product developed, is aimed at making our clients\u2019 lives a whole lot brighter, as we lead the delivery of a \"bold, new Digital World\u201d. MTN Group Limited Innovation Centre 216 14th Avenue Fairlands","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-37116","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/37116","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=37116"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=37116"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=37116"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}