Reports To: Manager - Customer Operations Walk In West 1

Division: Customer Relations and Experience

Mission:


Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.


Description:


Escalate and route customer issues to the relevant process operators.
Perform necessary system transactions related to customer request.  
Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
Maintain Integrity of managing subscriber data/information.
Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
Identify and report on customer impacting trends. 
Enlighten and educate customers on new products and initiatives within MTN.  
Educate customer on use of products and services.
Document actions taken to resolve client problems.
Verify correct cash amounts are paid
Perform software installation and configuration requests.
Perform incidence escalation process in compliance with laid down policies and procedures
Collect and book- in customer phones for warranty repairs
Communicate credit status to customers
Identify problematic invoices proactively and promptly notify the billing division
Assist with Printing post-paid client bills
Generate funds from sales and render after sales support service 
Handle cash and ensure correct amounts are paid
Collect customer phones for warranty repairs


Education:


First Degree in any related field
Fluent in English 


Experience:

3-7 years' experience, which includes


Experience working with others.
Experience working in a medium-organization
Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)