Customer Service Representative and Sales Polokwane Branch

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.

The Organization

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.

Join Africa’s most loved storyteller!

Key Performance Objectives

Tasks

Business Operations

1. To be one stop resolution agent for each customer that walk into the Service/Experience Centre.
2. Ensure customers experience is of high standard and service by delivering individual performance indicators on a day-to-day basis.
3. Contribute to the achievement of the team’s sales targets as contracted and to the team’s sales effort including the primary responsibility to maintain healthy customer relations.
4. Ensure the successful resolution and follow-ups of escalated customer queries from customers within agreed timelines.
5. Have full understanding on the products and promotions for effective customer engagements and attend all trainings and ensure compliance on all assessments where required.
6. Adhere to all operational processes and procedures.
7. Participate and understand all changes and updates made in the team and the business.
8. Follow through the communication procedure, policies, standard operating procedures, and guidelines to build instantaneous rapport with the customer for a sustainable engagement through trust, open and interactive communication.
9. Provide accurate, valid, and complete information by using the right methods/tools.
10. Be the Company gatekeeper and information centre by understanding all the product and service offerings and being able to assess and offer additional services to the customer while engaging to resolve their problem.

Qualifications

1. Matric/Prior equivalent work experience
2. Post Matric qualification advantageous

Experience

1. 3 - 4 year’s work experience in customer service environment

Technical Competencies

1. Product and Service Offering understanding.
2. Negotiation Skills
3. Customer Service Management
4. Good communication skills
5. Time Management
6. Active Listening Skill

Behavioral Competencies

1. Problem Solving
2. Results Orientation
3. Attention to Detail
4. Time Management
5. Planning & Organising
6. Resilience
7. Ideas Generating
8. Collaboration