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Seniority (Business, strategic management, Telecommunications)
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MTN Group
Telecommunications
Description
Requirements
Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
Experience:
- At least 4 years’ experience in a service environment
- At least 3 years managing people
- Good knowledge of sales and retail Industry trends, best practice retail and service principles.
Responsibilities
- Drive and ensure effective implementation of Customer Experience plans / projects in the Service Centre
- Drive and effectively run daily debrief / hurdle sessions
- Ensure target achievement of all customer experience & service targets in the Service Centre
- Efficiently manage assigned Service Centre and ensure that staff and customer complaints, problems and requests are resolved as per agreed timelines
- Prepare weekly reports (CLF, Inventory, Sales, Performance Management)
- Drive and support all companywide business initiatives in the assigned Service Centre
- Plan workloads and rota for the team
- Ensure prompt settlement of Service Centre bills by MTN
- Coach to ensure right behaviours are lived
- Perform relevant duties that may be assigned by the Manager - Service Center Operations
- Liaise with other stakeholders to achieve business objectives
- Management of frontline staff & Third-Party agents in the Service Centre
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