Representative - Customer Service.commercial Operations Sa

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 cash and stock
- 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.

Supervisory / Leadership / Managerial Complexity: None
Role Complexity: Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this
would be additional complexity that should not be inherent in this position, but the incumbent has responsibility for.
Example HR Managers having to manage an IT function.

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.
Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level
of impact.
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 freedom in decision-making. Can make decisions within prescribed criteria. Authorities: As per delegated authority. Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

**Education**:

- Minimum of 1 year diploma (May vary in accordance with specific country Opco qualification standards)
- 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

Competencies
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

Heart - Emotionally Intelligent (15)
- Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours
- Caring People Employee - Is self-aware and takes accountability own personal development to realise full potential
- Relationship Manager - Champions the MTN brand

Hands - Results Focused (60)
- Results Achiever - Delivers individual results and support team objective
- Operationally Astute - Organizes work to deliver on daily priorities and plans

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
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.