Representative - Customer Service.Commercial Operations Sa

Mtn; Natal; Presencial; BRL 30.000 - 50.000; Tempo integral

Resumo da oferta

A telecommunications company is looking for a professional to ensure consumer satisfaction in a branded store. The role involves managing stock, cash, and sales while providing consumer advice. Candidates should have at least a 1-year diploma and 2 years' relevant experience, with strong problem-solving and relationship management skills. The position requires clear communication and the ability to work weekends. This is an exciting opportunity for those who are driven and results-oriented.

Qualificações

• Fluent in English and preferably the local language.
• Minimum of 2 years' experience in a relevant field.
• Experience in a small to medium organization.

Responsabilidades

• Ensure consumer satisfaction within a branded store.
• Accountable for cash, stock, and meeting sales targets.
• Provide consumer advice and manage operations in the store.

Conhecimentos

Solution Provider

Problem Solver

Quality Enabler

Culture and Change Champion

Caring People Employee

Relationship Manager

Results Achiever

Operationally Astute

Formação académica

Minimum of 1 year diploma

Descrição da oferta de emprego

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 placed 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 an 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

Will be required to work weekends (Saturday 9h h00 and Sunday 9h h00) as scheduled. Days off will be granted during the week. Working hours are 9h h00 Monday to Friday.

KPI Measures

• Turnaround time.
• CSI.
• Sales.
• Queuing.
• Stock and cash accuracy (shortages).
• Customer / consumer complaints.
• Merchandising standards.