Kabelo Lauretta Makgamatha

• Take calls from SME AND Corporate customers who wants to cancel their contracts with MTN
• Listen and understand customer query in order to provide the most appropriate solution
• Put the customer at ease by assuring the customer that the query will be resolved
• Liaise with different internal and external stakeholders to get the query resolved
• Ensure that the customer is kept informed until the query is resolved
• Reconcile contract expiry dates
• Contact all customers due to cancel their contract and encourage them to remain with MTN
• Contact valued customers from the list provided by CVM and marketing and offer them upgrades, loyalty offers, etc
• Provide incentives to retain customers as per the SAVE Matrix
• Initiate dial campaigns to discourage customers from 'churn'
• Strive to make customers feel valued and important and prevent them from leaving
• Maintain excellent customer relationships
• Process upgrade on Helios documentation when a customer has decided to upgrade
• Escalate any anomalies or problems to management
• Draw up comprehensive action manager notes for all transactions on Eppix
• Compile daily productivity reports as required
• Improve methods of carrying out work through on-the-job concrete experience
• Support the work performed by others
• Continuously improve knowledge around new technology in cellular telecommunications
• Attend to correspondence via fax, e-mail, etc as required
• Monitor stock requirements and inform supervisor
• Perform ad hoc projects on an occasional basis as required

Secondment

Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Saves

· Attend and resolve all queries and escalations relating to cancellations and retentions

· Recommend and propose the most suitable package in line with customers usage and needs

· Reconcile contract expiry dates for Large and Public enterprise clients

· Handle early termination fees requests by analyzing, calculating relevant costs and communicate with the clients accordingly

· Where necessary, proactively contact clients who are likely to cancel and encourage them to upgrade their contracts

· Resolve clients’ outstanding issues in an effort to retain

· Build and maintain lasting relationships with clients

· Recommend best suited packages to client in order to ensure that client see value in MTN products and services

· Track and respond to spikes in incidents or demand or supply on a continuous basis and take action as necessary.

· Monitor and analyse performance statistics to achieve and maintain agreed upon service levels.

· Ensure operational and reporting deliverables defined are met at all times, or escalated to Manager / Senior Management if necessary.

· Provide continuous feedback to applicable stakeholders, to diminish risk exposure to the unit.

· Provide standard reports on activities and performance around Complaints Management.

· Engage management to provide an overview of weekly and monthly performance and suggest improvements as necessary.

· Evaluate situations and determine the best methods to reach defined outcomes.

· Share experiences, knowledge and understanding of purpose and function of Complaints.

· Support and coordinate work to be performed by service providers as required.

· Gather information and research to ensure delivery of Complaints process performance results.

· Provide information gathered through root cause analysis for purposes of reporting where customer injuries have occurred

· Recommend action to prevent the reoccurrence of problems

· Make use of available resources including the matrix organisation and external parties available to resolve customer injuries (e. Insurance, HVRC, Network, ICASA, Samsung, Ombudsman)

Courteously and timeously answer and
deal with all inbound telephone calls relating to handset and billing queries from SME and Consumer Corporate Clients

Ensure that all requests for handset and related queries are recorded on the relevant systems, followup, dealt with and completed with the appropriate feedback given to the end user.

Capturing minutes in monthly team meeting and emailing team members updated minutes.
Ensure that service level agreements are adhered to specifically with regard to turnaround times.

Escalate queries and anomalies to Area Supervisor when required.

Ensure that the customer is contacted with feedback on time via email or phonecall

Attend to queries and needs of customers as required within Business procedures.

Maintain and validate sensitive customer information in line with security protocols.

Log customers queries on the USD system on Siebiel and Remedy

• Answered inbound calls from consumer postpaid clients assisting with Billing queries, vas services , products and offering aftersales assistance
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
• Logging payment arragements of, itb requests and loading services on Eppix.
• Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.