Are you looking to advance your career with one of the leading telecommunications companies in South Africa? MTN is currently offering an exciting opportunity for a Coordinator – Project Co-ordinator in Customer Operations based in Johannesburg, Gauteng. This role is essential for ensuring seamless service delivery and maintaining high customer satisfaction. Read on to find out more about this fantastic opportunity and how you can become a part of the MTN family.
Location: Johannesburg, Gauteng, South Africa
Closing Date: 25 June 2024
ob Description
Mission/Core Purpose of the Job:
The primary mission of the Coordinator – Project Co-ordinator is to handle service orders from customers effectively. This role ensures that the delivery of services is completed on time within the Service Level Agreement (SLA) and creates a positive customer experience. The role involves providing sales administrative and customer support, overseeing and managing order workflows, and resolving order queries, complaints, and escalations as per SLA.
The Order Fulfilment Agent acts as the central point of communication between Supersonic, third-party partners, and customers, ensuring that orders are handled effectively, errors are promptly addressed, and customer service is maintained by preventing cancellations due to fulfilment issues. The role is also responsible for overseeing order workflows on internal and external systems, handling and updating orders where applicable, providing feedback on delayed orders, and continuously following up on such orders to reduce the time between the order to activation of a service.
Key Responsibilities
Task Complexity:
- Order Management: Process and manage all technology orders from order placement to completion, ensuring adherence to SLAs.
- Task Handling: Work on allocated emails, tickets, and tasks.
- Data Accuracy: Capture and update order details accurately in relevant portals and systems.
- Problem Solving: Proactively identify and address any order errors, resolve issues, ensuring accurate and timely order placement.
- Sales Support: Provide administrative support to sales teams and meet minimum performance deliverables and service levels.
- Record Keeping: Maintain accurate records of orders on the business system.
- Customer Support: Provides customer support telephonically, through emails, chat, and social media.
- Effective Communication: Communicate effectively with customers, addressing inquiries and concerns in a professional and timely manner through the relevant communication channels.
- Reporting: Produce reports and provide feedback to the Team Leader.
- Task Feedback: Provide feedback on administrative and support tasks allocated and progress.
- Escalation Management: Assist with customer escalations and resolutions.
- Issue Prevention: Proactively identify potential order fulfilment issues that could lead to customer cancellations and take steps to prevent them.
Behavioural Qualities
- Organizational Skills: Exceptional organizational and time management skills, with the ability to multitask and meet deadlines effectively.
- Attention to Detail: Strong attention to detail and proactive problem-solving abilities.
- Communication Skills: Outstanding communication and interpersonal skills, both written and verbal, with a customer-centric approach.
- Team Collaboration: Ability to work both independently and collaboratively in a team environment.
- Problem Solving: Passionate about problem-solving and able to adapt to dynamic work scenarios.
- Team Orientation: Strengthening teams or working in an integrated team environment.
- Resilience: Maintaining composure and dealing effectively with stress.
- Service Orientation: Strong service orientation and customer-centricity.
- Flexibility: Flexible and adaptable, changing opinions and behaviour in light of changing situations.
Qualifications
Education:
- Minimum of a 1-year diploma in a relevant field.
- Fluency in English is required.
Global Experience Standards:
- Minimum of 3 years’ experience in a similar customer-facing role with a focus on order fulfilment, sales support, and administration.
- Previous experience in the telecommunications or internet service provider industry is preferred.
- Familiarity with order processing systems and sales terminology.
Why Join MTN?
At MTN, we are committed to providing a supportive and dynamic work environment where our employees can thrive. By joining our team, you will have the opportunity to work with some of the best professionals in the industry, gain valuable experience, and contribute to delivering exceptional services to our customers. We value innovation, customer satisfaction, and employee growth, making MTN an excellent place to build your career.
If you are passionate about customer service, possess strong organizational skills, and are eager to be part of a leading telecommunications company, this role is perfect for you. Apply now and take the next step in your career with MTN!
How to apply
Want to know more about us? We’ve got you! Scroll to the end of the section to get to know us better. For more information about the role and to apply, visit our careers page here.
