Response Centre Operator - MultiChoice Group

The MultiChoice 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, SuperSport, 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!

Key Customers

Internal: Namola management team, Namola Response Team

External: Customers

Purpose of the Position

Response Centre Operators are responsible for ensuring that Namola’s commitment to users - #GetHelpFast - is achieved. Operators are the first point of contact for individuals in emergency situations. When a user requests help, it is the responsibility of the Response Centre Operator to call them back, calmly and professionally evaluate their situation, coordinate emergency response services, and offer the first line of support until help arrives and the immediate danger has past.

Key Performance Objectives

Customer Relations

Effortless Customer Experience Delivery

• Ensure achievement of customer service objectives.
• Own and resolve customer issues as comprehensively as possible on first contact.
• Be a brand ambassador of Namola and create a positive image to the customer and manage impact to brand.
• Ensure that issues that cannot be resolved at 1st contact or compromised services are escalated in line with the escalation processes.
• Adhere to the set Namola processes and business procedures.
• Read and adopt all changes related to new and existing products, system and process to deliver seamless 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.

   

Service Delievery

• Serve as the initial point of contact for individuals in emergency situations, ensuring the delivery of fast and efficient assistance
• Respond promptly to user requests for help by calling them back in a calm and professional manner.
• Evaluate users' situations with composure and professionalism, gathering necessary information to assess the level of emergency.
• Coordinate and liaise with appropriate emergency response services to ensure timely assistance is provided.
• Offer first-line support to users until help arrives and the immediate danger is resolved.
• Maintain a high level of commitment to Namola's mission of promoting social justice and making a positive difference in communities.

Collaboration

Teamwork

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

   

Training and Development

• Ensure that skill and knowledge gaps are closed by participating in online learning.
• Ensure that training on new products, services and 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 Namola products.
• Participate in self-learning to improve customer conversations around Namola offerings.
• Participate in self-learning to uplift customer service.
• 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 and KPIs.
• Take ownership of own performance and partner with Team Leader to close gaps.
• Take responsibility to highlight obstacles to Team Leader that impedes own performance.
• Ensure that service levels are met by adhering to planned schedules and shifts.

   

Qualifications

• A Matric Certificate or NQF 4 Equivalent

   

Experience

• A minimum of 1-2 years Customer service experience
• Able to work a scheduled 12-hour day and night shifts.

   

Technical Competencies

• Verbal communication (Multi-lingual)
• Telephone etiquette
• Product knowledge
• Policies and procedures
• Customer service oriented
• Tech-savvy with comprehensive computer literacy skills, including proficiency in relevant software applications and the ability to learn new systems quickly

   

Behavioural Competencies

• Problem-Solving
• Results Orientation
• Attention to Detail
• Time Management
• Planning & Organizing
• Resilience
• Ideas Generating
• Sense of urgency
• Exhibit a strong interest in safety, security, and crime prevention, staying informed about relevant trends and developments in these areas.
• Dedication