Service Centre Controllers (Livingstone, Kasama & Mansa) at MTN Zambia

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Service Centre Controllers (Livingstone, Kasama & Mansa)

Mission:

To manage the service centre, providing customer centric, cost–effective service in order to increase the overall sales performance of MTN Zambia.

Under the supervision of the Manager – Customer Service, below are the Key Job Responsibilities:

• 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. Monitors the performance of staff and any corrective action agreed;
• Conducts regular quality reviews to proactively highlight and address gaps in service delivery;
• Manages the resolution of escalated queries and complaints, ensuring that these are resolved within service level standards;
• Lead the service centre team in providing personalized and proactive customer service that aligns with MTN’s customer-centric mission.
• Ensure the availability of the right products and services for customers, responding to their needs quickly and effectively.
• Maintain MTN Zambia’s brand identity and ensure that every service centre reflects our commitment to quality service and customer satisfaction.
• Resolve customer queries and complaints efficiently, ensuring that all issues are handled within service level agreements, and feedback provided.
• Regularly review service delivery performance, identifying and implementing improvements that will benefit customers directly.
• Collaborate with internal teams to ensure that service provision is consistent and tailored to enhance the customer journey at every touchpoint.
• 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;
• Prepares and submit daily, weekly and monthly performance reports on a timely basis;
• Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance;
• Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards;
• Carries out any related duties that will advance the mission of the job.

Candidate Requirements:

• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Sales/Marketing/Business or equivalent professional Diploma;
• Three (3) years proven track record in sales / marketing;
• Experience in Administration and Operational Management;
• Telecommunications experience;
• Excellent communication skills (both written and verbal) to work cross-functionally.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

Hand delivered applications will not be accepted. The closing date for accepting applications is 4th November, 2024.

Note: that only shortlisted candidates will be contacted.