Mission/ Core purpose of the Job

Main Job Functions:

• Track and report on requisitions raised and ensure all are approved.
• Monitor performance of Debts and ensure all debts are cleared within the agreed timelines.
• Track and record all sales made.
• Maintain Sales Event calendar and coordinate all sales and customer engagement events.
• Participate in Project roll out planning, follow up on all project matters and Key issues arising from the projects and any other customer concerns.
• Alert management on issues or concerns that require escalation for complete resolution, or which may indicate a bigger and underlying problem within the regions.
• Prepare standard proposals following receipt of fully complete sales call report from the Sales Representatives and compile quotes and bids to be sent to clients.
• Document and disseminate functional unit information (Org structure, contact information of Sales team).
• Prepare periodic reports (weekly/monthly) highlighting critical business performance areas such as churn, sales figures etc.
• Manage walk in customers as well as all incoming calls and emails in a professional manner.
• Maintain confidentiality of the organization’s customer’s data.
• Offer timely solutions to any customer queries and issues raised and generate reports on resolution of all customer queries.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

• Adherence to time and quality for financial requests.
• Adherence to time and quality for events.
• Accurate and complete reporting timeously.
• CSI (Customer Service Index).
• Compliance to Schedule adherence.
• Turnaround Times adherence
• Customer centric focus – CSAT.
• Provide sales administrative and support tasks to the account management team.

Qualifications

Job Requirements (Education, Experience and Competencies)

Education:

• Bachelor’s Degree (Commerce / Financial /Marketing / Communication or related course from a recognized institution).
• Appropriate Administration or Sales qualification.

Experience:

• Minimum of 2 years’ experience in a sales or administrative support function.
• Experience working in a small to medium organization
• Customer service experience is an added advantage.

Competencies:

Training

• Microsoft office suite.
• SharePoint.
• MTN Mobile Money products and services.
• Report writing.
• ICT and Technology solutions.

Skills

• Exceptional verbal and written communication skills.
• Ability to organize and communicate information clearly.
• Problem solving and analytical skills.
• Computer skills, including accurate keyboard skills.
• Telephone etiquette.
• Email etiquette.
• Good customer service background.
• Professional selling skills course and computer skills especially MS Office.

Behavioral Qualities

• High energy levels focused on customer service.
• Results orientated.
• Strong organizational and time management skills.
• Integrity and ethics to work with highly confidential information.
• Self-motivated.
• Responsible.
• Flexible.
• Confident.
• High attention to detail.
• Ability to meet deadlines.
• Cope under pressure.
• Proactive.
• Ability to multi-task.
• Communication skills.
• Ability to co-ordinate and prioritise.
• Confidentiality.
• Innovative.
• Friendly and approachable.