| MTN SP South Africa Western Cape Cape Town Century City |
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| To support the Key Account Managers and Account managers in all service requirements for existing customers; To support and assist with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined by the Key Account Manager. |
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| Input into Operational Planning
• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Engage customers face to face in order to ascertain requirements for future growth
Account management
• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
• Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
• Provide assistance with the end-to-end management of sub-portions of the KAM’s accounts under the KAM’s supervision.
• Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
• Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.
• Debt analysis and debt recovery facilitation
Order Processing
• Checking of stock levels regularly and flagging items where volumes are inadequate for sales orders.
• Handling all queries or requests received, and other media and trouble-shooting the teething problems during the initial stages of the customer experience.
• This correspondence can be from company account administrators or customers in the absence of sales and account representatives.
• Monitor returns from HVRC and ensure client receives devices.
• Management of loan phone stock
• Ensuring sales processing within agreed timeframes i.e. 48 hours from capture to delivery and activation though careful monitoring of process and communication to all stakeholders (TAT Achievement).
• Escalating areas of concern (risk or losses through duplicated orders, incorrectly processed orders etc) promptly to management for attendance.
Report Generation
• Assist with Weekly & Monthly reports.
• Generate reports according to required formats.
• Completion of daily and weekly tracking reports for sales team.
• Filling of all paperwork related to a sales order, personal register and record keeping.
Customer Service and Satisfaction
• Build and maintain solid relationships with all stakeholders.
• Provide on going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
• Ensure all customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.
• Facilitating the pickup and processing of hardware OBF’s and returns.
• Providing customers with necessary training, viz, systems (MTN Active and USD), processes, packages, etc
Quality Control
• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.
• Ensuring complete documentation is received and verifying stock availability prior to documentation submission to Corporate Operations.
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| • Tertiary qualification Business (not technical expert)
• Sales and Marketing Diploma (advantage) or any other accredited diploma.
• MTN SP systems and process knowledge would be an advantage
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| • At least 2 years of experience in the telecoms industry
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience (GSM) is preferable
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| Training
• Planning skills – plan, prioritise, resource allocation and deliver on time
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Computer literate
• Problem solving skills
• Conflict management skills
• Communication skills
• Negotiation skills
• Presentation skills
• Ability to meet deadlines
• Business acumen
• Presentation Skills
• Process driven
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| Reference No: | IRC66459 | | Position Type: | Permanent | | Affirmative Action: | Open to All | | Salary: |
| | Additional: | Knowledge:
• Good knowledge of account management and principles of effective customer services processes
• Good knowledge of technical concepts (as appropriate)
• Thorough knowledge of Mobile Data trends and supporting technologies
• Knowledge of the GSM market
• A broad understanding of the MTN business
• Knowledge of current and relevant legislation
• Familiar with MTN products and services
• Client plans and roll outs
• Current and past promotions, basic handset functionality, stock availability, department SLAs and company PPPs.
• MTN processes and procedures)
Behavioural qualities:
• Team orientation – working in an integrated team environment
• Relationship builder – strong people-focus
• Resilience – maintaining composure and dealing effectively with stress
• Customer centricity
• Flexible and adaptable to change – changing opinions / behaviour in the light of changing situations
• Strong detail focus - attention to detail and accuracy
• Operate with integrity (high ethics) –to maintain confidentiality
• Independent-minded – ability to work independently
• Reliable and dependable
• People’s person
• Excellent at networking
• Adherence to MTN values
• Consultative
• Creative, innovative Additional Details General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
• Flexible working hours based on deadlines
• Flexibility to travel
• Remote and mobile work tools
• Drivers licence and own transport
Preference will be given to EE Candidates, in accordance with the EE Plan.
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Applications close 27 Feb 2012. |
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