JOB PROFILE

Title of the job: Location of the job: Job code:

Representative – Training & MTNA- Customer Relations
Quality Control
Number of subordinate Job level: Time span
None 1 1 year
Mission/core purpose of the job

Train, Monitor, evaluate and brief Customer Relations representatives and team leaders to
enhance their knowledge on products & services and communication skills to ensure quality of
the services and caller satisfaction

Context:
Deal with wide range of customer profiles
Highly competitive market
High–paced and stressful environment
Quality customer care as a distinguishing factor amongst service providers
Technology driven market

Key performance area; core, essential responsibilities (KPA’s)

• Monitor and evaluate Customer Relations (CR) division staff services to customers through live
audit, System audit, Callback to customers, etc to ensure efficient and quick response to
customer enquiries, requests and complaints
• Train or brief CR representatives and team leaders on products and services (P&S), systems and
applications and behavioral issues.
• Visiting Kabul and Regional CSPs/DCSPs for implementation of Quality seal project.
• Prepare and give updated questionnaires for P&S quizzes to target CR staff on regular basis
• Analyze, summarize and review data; report findings, interpret results and make
recommendations
• Ensure and improve Customer satisfaction Index (CSI).
• Effectively execute stated policies and procedures in respect of quality and performance
management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Assist in the application of practical performance boosters
• Generate reports on products and services knowledge, quality seal visits, callback reports, audit
reports, etc and send to direct supervisor.
• Acquainting self with information on new Products and Services, attending refresher courses for
existing Products and Services
• Work with other team mates to achieve sectional targets Actively plays a role in team meetings
• Perform any other task(s) as required by the direct supervisor

Supervisor/leadership/management tasks;
Not applicable

Role dependencies:

• Data integrity
• Reliability of systems
• Design of processes and procedures
Lateral dimensions of the position:

Creativity
• Contribute towards continuous improvement through the implementation of best practice
• Manage the full range of practice work
• Responsible for practice innovation

Vulnerabilities (control span)

• Competitor offerings and actions

• IT systems and networks; systems and applications failure
• Lack of customer data

Collaboration: Refers to formal and informal relationships

Responsibility towards:
• Direct reports, None
• Matrix reports, None
• Key customers; MTNA Customer Relations Division
• Other relations,

Minimum Requirements:
Education:

Bachelors degree in business or equivalent field

Experience:

2 - 3 years experience in Customer Relations

Training:

• Introductory and intermediate telecoms training

• Customer care training
• Product knowledge

Competencies:
 Knowledge:
Product knowledge
Quality Customer Service knowledge
Telephone etiquette
Conflict management
Fluency in both local languages Pashto and Dari; good command of English language.

Technical competencies

Ability to follow procedures and protocol.

Ability to learn quickly.
Ability to work under pressure.
Ability to deliver trainings.
Advanced communication and interpersonal skills
Conflict resolution
Query handling / problem solving.

Behavioral qualities:

• Attention to detail.
• Communication
• Customer centric.
• Proactive
• Quality assurance
• Results / goal oriented
• Taking initiative

General working conditions (e.g. shift work, driver’s license, specific tools, special clothing,
environmental requirements, etc.)

Sign-off / Approval

Line Manager: Division Head : OD Head: HR Head :

Date Date: Date Date