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Data Solution Service Representative


2012-12-31 | South Africa | Polokwane | Branded Channel

Job Mission:
?Assist clients with data queries, handset functionality, Smartphone, email activations and set up including training on MTN service products. ?Selling and up-selling of Data products and other services as per MTN promotions, ICT Solutions

KPA Duties:
Task Complexity: Customer Training ? Assist customers with product/service knowledge ? Train customers on appropriate use of handsets ? Assist customers with the use and understanding of the Smartphone solution ? Assist customers with backing up and storage of information including the transfer of information Device Set up and fault finding ? Assist customers in setting up their devices eg, email,GPS, video calling,data cards, handsets ? Assist with set up and subscription of Smartphone solutions e.g. App Stores ? Assist with the set up of laptops and modems for connectivity Employee Training ? Informal training of staff on new products and services ? Create an information pack for staff ? Finalise sale of data products Internal processes ? Identify and facilitate improvement opportunities and initiatives at system, process and procedural level to drive optimal and efficient sales and service levels Ensure effective methods and standards are in place for delivery of customer experience as defined by MTN SA ? Identify, resolve or escalate business risks accordingly ? Maintain Client details on CRM system Customer Satisfaction ? Establish and build relationships with all relevant stakeholders ? Align service delivery to changing market segments ? Understand customer needs and develop and fine-tune systems accordingly ? Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures ? Put contingency plans in place to prevent delays and enhance the customer experience ? Adopt a proactive approach to prevent problems from arising in the future ? Initiate change to continually improve all aspects of service delivery ? Drive continuous improvement as an important element of service delivery ? Deliver measurable results

Requirements:
? Matric ? Telecommunications diploma/ certificate advantageous ? IT Degree/ Diploma/ N4 Certificate
Skills / physical competencies: ? Coaching skills ? Co-ordination skills ? Evaluate customer data training requirements ? Handling of queries and complaints ? Computer skills ? Software installation
Behavioural qualities: ? Self motivated and self managed ? "Hands-On" ? Responds well under pressure ? Ethical and fair ? Self-managed ? Assertive – being tough when necessary without fear or favour ? Resilience – to repeatedly challenge despite setbacks and resistance ? Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future ? Focused and priority driven – staying focused amidst the multiple demands and expectations ? Innovative ? Customer centricity ? Highly driven and motivated individual, with strong personal presence, integrity and resilience ? Decisive ? Action-oriented ? Diplomacy and tact ? Relationship builder – strong people focus ? Operate with integrity (high ethics) ? Pressure tolerance ? Consultative ? Perseverance ? Team-orientation Knowledge: ? Data products ? MTN as a company ? MTN products ? A broad understanding of the MTN business ? An good understanding of sales and customer service processes ? In-depth knowledge of the following MTN products and services

VIEW MTN SOUTH AFRICA WEBSITE

Vacancy Summary

Reference No        IRC93786
Position Type        Permanent
Affirmative Action  N
Salary                      -
Additional           General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.) Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances. ? After hours when required ? Drivers license ? Specific tools to facilitate the data training ? Travelling to customers may be required Preference will be given to EE Candidates, in accordance with the EE Plan.


Apply     Applications close   2012-12-31

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