Designation:

Omni-Channel Relationship Consultant

Category:

Multi Choice South Africa

Level:

Skilled

Closing date:

05 Nov 2024

Position Type:

Permanent

Location:

Multi Choice City

Job Description:

The Organization
The Multi Choice 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, Super Sport, 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!

Location
Randburg, South Africa

Purpose of the Position:

To ensure effortless customer experience, sales, and customer retention is enabled and maintained within an Omni-Channel context

Key Performance Objectives
Tasks
Customer Relations

Effortless Customer Experience Delivery

• Ensure delivery of customer service objectives.
• Own & resolve customer issues as comprehensively as possible on first contact.
• Be a brand ambassador of DStv and create a positive image to the customer and manage impact to brand on digital platforms.
• Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
• Adhere to the set Customer Care processes and business procedures.
• Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.
• Use relevant tools to support customers on product, system and process knowledge.
• Ensure the consistent delivery of all contracted KPIs.
• Meet service quality standards as outlined.
• Drive customer usage by educating customers on self service and digital service platforms. Sales Activities
  
• Generate quality leads to ensure that the required conversion ratios are achieved.
• Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.
Converse & engage with customers around DStv VAS offerings.

• 
  Retentions and Service Recovery Activities
  
• Retain DStv Customers upon cancellation request.
• Effect outbound proactive retentions campaigns.
• Recover the service where customers complain about service, product, process issues.
• Identify any activities that may have potential negative impact to the Multichoice brand and escalate via the defined escalation processes. Customer Relationship Management
  
• Proactively engage customers on all active campaigns and service disruptions.
• Update customer details (email, contact number) on all customer contacts.
• Utilize consumer profiling analytics to complete any targeted campaigns.
• Actively campaign the CVM calender to clients where applicable. Omni Channel Service Delivery
  
• Adhere to the Multichoice social media policy and the Multichoice Digital Care SOP’s
• Interact with customer on multiple platforms(Inbound voice, outbound voice, Digital Platforms)
• Drive customer usage by educating customers on self service and digital service platforms.
• Proficiency in digital language(Live Chat, Social Media, Whatsapp and Email)

Department
Customer Care
Collaboration
Teamwork

• Work within a team to deliver on performance objectives.
• Support peers and provide expertise to help in sustaining good performance.
• Share relevant product, system, process information with peers as and when required.
Foster healthy, productive working relationships with peers.

• 
  Training and Development
  
• Ensure that skill & knowledge gaps are closed by participating in online learning.
• Ensure that training on new products, services & processes is completed.
• Attend relevant training from time to time to develop customer service skills.
• Work on objectives of own Personal Development Plan as agreed with Team Leader.
• Participate in self-learning to support all technical requirements of Multi Choice products.
• Participate in self-learning to improve customer conversations around DStv content.
• Participate in self-learning to uplift customer service & sales performance.
• Take regular knowledge assessments and work with Team Leader to address gaps.
• Take ownership of self-development and career progression, supported by Team Leader. Performance
  
• Meet set performance standards & KPIs.
• Take ownership of own performance and partner with Team Leader to close gaps.
• Regularly review own performance on the Reward & Recognition dashboards.
• Take responsibility to highlight obstacles to Team Leader that impedes own performance.

Ensure that service levels are met by adhering to planned schedules & shifts.
Qualifications

• A Matric Certificate or NQF 4 Equivalent

Experience

• A minimum of 1-2 years Customer service experience

Sales Experience: Advantageous

Technical Competencies (List the key technical competencies)

• Verbal and written communication
• Sales techniques
• Telephone etiquette
• Product Knowledge
• Policies and Procedures
• Negotiation

Customer Service Oriented

• Behavioral Competencies (List the key behavioral competencies)

• Problem Solving
• Results Orientation
• Attention to Detail
• Time Management
• Planning & Organizing
• Resilience

Ideas Generating