Customer Service Support
Responsibilities
• Responds to walk in customer needs and problems relating to sim cards or phones or any other service complaint;
• Provides features on the sim cards;
• Deactivates/reactivates stolen or recovered sim cards;
• Provides, creates and maintains numbers for prepaid walk in customers;
• Replaces/ maintains numbers for prepaid walk in customers;
• Acquires and maintains complete knowledge concerning the company’s range of products and services and applies that knowledge in relation to customer’s requirements and problems;
• Maintains up to date literature on MTN products, sales, aids and price list;
• Stays abreast of developments in areas of expertise.

Requirements
• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Diploma in Sales & Marketing or equivalent;
• Understanding of various converging technologies;
• Understanding of various corporate requirements;
• Computer literacy.
Women are strongly encouraged to apply


Customer Service Supervisor
Responsibilities
• Manages the Service Centre, providing customer centric, cost–effective service in order to increase the overall sales performance of MTN Zambia;
• Translates unit business plan into annual Service Centre plan, ensuring that the teams have the required product stocks, information and resources required to achieve Service Centre objectives;
• Ensures the MTNZ policies, processes and procedures are well disseminated amongst Service Centre staff to facilitate effective customer service;
• Ensures that brand corporate identity, retail visual identity and merchandising standards are maintained within the Service Centre;
• Manages the Service Centre team towards objectives set, ensuring that the teams comply with policies, processes and procedures, and meet customer service and performance standards;
• Manages the resolution of escalated queries and complaints, ensuring that these are resolved within service level standards;
• Conducts reconciliation of stocks and cash at the Service Centre according to policy and procedures;
• Ensures that cash is banked on a daily basis as per policy and procedure;
• Liaises with other departments to facilitate adequate service provision within the Service Centre.

Requirements
• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Professional Diploma in Sales/Marketing/Business or equivalent;
• 3 years Sales experience;
• Administration and Operational Management experience;
• Telecommunications experience added advantage.
Women are strongly encouraged to apply
Hand delivered applications will not be accepted and closing date for accepting applications is 9th September 2022.
Note: that only shortlisted candidates will be contacted.