Agent – Customer Back Office Support Services

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Position: Agent – Customer Back Office Support Services

Department: Commercial Operations SA
Location: South Africa and 1 more


Job Identification: 6157
Job Category: MTN Level 1
Job Schedule: Full-Time


Posting Date: 03 August 2025
Closing Date: 13 August 2025, 12:50 AM
Workplace: MTN SA Innovation Centre
Degree Level: One Year College


Minimum Education: Grade 12 and a 1-year diploma or equivalent experience


Minimum Experience:

  • 2+ years in Customer Service & Operations or related functions
  • 1+ year in a written/electronic customer service or second/third line support role
  • Written communication assessment score of 80%+ preferred
  • Knowledge of sales techniques, telephone etiquette, and relevant policies/procedures

Purpose of the Role

The agent operates within Customer Experience and Operations (CXO), offering second-line support across all MTN customer touchpoints related to:

  • Products & services
  • Billing & accounts
  • Credit control
  • Collections
  • Sales
  • Partner & channel support
  • Retentions
  • MNP
  • Network & technical queries
  • Fraud and more

The role aims to:

  • Deliver world-class support
  • Resolve complex queries
  • Improve customer retention
  • Promote MTN’s brand image

Key Responsibilities

1. Customer Query Resolution

  • Provide second-line support and resolve queries end-to-end
  • Respond to inbound calls, service campaigns, and emails/tickets
  • Provide updates to both customers and front-line agents
  • Adhere to turnaround times and SLAs
  • Collaborate with Legal, Brand & Corporate Affairs when needed
  • Maintain CRM notes for compliance and history
  • Promote self-service options and digital tools
  • Identify and mitigate brand reputation risks

2. Operational Processes & Procedures

  • Follow all policies, procedures, and playbooks
  • Adhere to CXO Standard Operating Procedures
  • Ensure First Contact Resolution (FCR) by resolving queries completely
  • Educate customers on MTN policies and processes
  • Uphold MTN’s brand identity in all interactions
  • Prevent fraud and credit risks by following internal controls

3. Profit Driving

  • Identify and act on sales opportunities during customer engagements
  • Cross-sell, upsell, and retain customers
  • Engage with customers on MTN’s products and campaigns
  • Promote MTN’s self-help tools and update customer data as needed

4. Quality Control & Improvement

  • Identify areas for process and service improvement
  • Use customer feedback and interaction data to enhance CX
  • Support trend analysis and quality assurance

Additional Information

  • Strong interpersonal and communication skills required
  • Must be able to differentiate customer types and prioritize accordingly
  • Attention to detail, problem-solving, and adaptability are essential

Apply Here

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