Representative - Customer - Johannesburg, South Africa - MTN Nigeria
Description
Mission/ Core purpose of the Job: Ensures that tangible deliverables are met.Context:
(Global influences, environmental / industry demands, organisational mission, etc.)
Key Performance Areas:
Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity:
Indicates those KPA's that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
- Consumer satisfaction.
- In branded store:
- 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.
Managerial Complexity:
None
Collaboration:
Refers to formal and informal relationships
Responsibility towards:
- who are they and what do they receive from the incumbent
- direct reports,
- matrix reports,
- key customers,
- key suppliers,
- relations, etc.
Discretionary Space:
The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:
Relates to the decision-making constraints place upon a position or conversely, the degree of
Can make decisions within prescribed criteria.
Authorities:
As per delegated authority.
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- Matric
- Fluent in English and language of country preferable
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
Head - Big Picture Focus (5)
- Solution Provider
- Executes task in relation to tactical plans
- Problem Solver
- Learns from others and draws on past experience to solve challenges
- Quality Enabler
- Executes on commercial practices and identifies areas of continuous improvement
- Culture and Change Champion
- Role models ethical practices by living the MTN values and vital behaviours
- Caring People Employee
- Is selfaware and takes accountability own personal development to realise full potential
- Relationship Manager
- Champions the MTN brand
- Results Achiever
- Delivers individual results and support team objective
- Operationally Astute
- Organizes work to deliver on daily priorities and plans
Will be required to work weekends (Saturday 9h00-17h00 and Sunday 9h00-15h00) as scheduled. Days off will be granted during the week
Working hours are 9h00 - 18h00 Monday to Friday
KPI Measures
- Turnaround time.
- CSI.
- Sales.
- Queuing.
- Stock and cash accuracy (shortages).
- Customer / consumer complaints.
- Merchandising standards.
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