Client Liaison Coordinator

Location of position

MTN SP South Africa Western Cape Cape Town Century City

Job mission

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.

KPA duties

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.

Educational requirements

• 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

Experience required

• 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

Skills required

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

Other information

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.

Applications close 27 Feb 2012.

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