Job Description

Designation:

CSR - Technical & Payments Consultant

Category:

MultiChoice South Africa

Level:

Junior

Closing date:

24-Jul-2025

Position Type:

Permanent

Location:

Durban Central Customer Care Centre

:

The Organization

MultiChoice Group Limited ("MultiChoice") is a multinational media group headquartered in South Africa and Dubai with principal operations in pay television and video entertainment. The group operates in more than 50 countries in Africa and is listed on the Johannesburg Stock Exchange (JSE).



An African platform operator, MultiChoice's expertise lies in distributing video entertainment products, creating media content, and selling advertising. Its key areas of operations are:

Pay Television

: direct-to-home satellite and digital terrestrial television services; and

VOD:

video on demand services across multiple online platforms
Operating in the majority of Sub-Saharan African countries, MultiChoice is the leading Pay TV provider in most of its markets. Its strategy is to offer the best local and international content across all its platform to customers wherever they are.


The group's strength lies in its focus on local language and culture, its entrepreneurial spirit, and the quality of its workforce. Over the years MultiChoice has built a successful track record of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues mainly by collecting subscription fees, with a moderate contribution from advertising revenue. Its key objectives are to:


Scale its Pay TV and VOD subscriber base. Maintain a local approach with the best content. Provide quality service across the best platforms. Focus on digital, technology and big data/analytics. Attract the best talent

Purpose of the Position:

The customer service representative position is responsible for providing quality and efficient customer service to customers through the daily customer management by rendering sales and technical support. To deliver sales targets, service performance and achieve customer satisfaction as per the set targets.

Key Performance Objectives

Business Operations

To be one stop resolution agent for each customer that walk into the Service/Experience Centre. Ensure customers experience is of high standard and service by delivering individual performance indicators on a day-to-day basis. Contribute to the achievement of the team's sales targets as contracted and to the team's sales effort including the primary responsibility to maintain healthy customer relations. Ensure the successful resolution and follow-ups of escalated customer queries from customers within agreed timelines. Have full understanding on the products and promotions for effective customer engagements and attend all trainings and ensure compliance on all assessments where required. Adhere to all operational processes and procedures. Participate and understand all changes and updates made in the team and the business. Follow through the communication procedure, policies, standard operating procedures, and guidelines to build instantaneous rapport with the customer for a sustainable engagement through trust, open and interactive communication. Provide accurate, valid, and complete information by using the right methods/tools. Be the Company gatekeeper and information centre by understanding all the product and service offerings and being able to assess and offer additional services to the customer while engaging to resolve their problem.

Qualifications

Matric/Prior equivalent work experience Post Matric qualification advantageous

Experience

3 - 4 year's work experience in customer service environment

Technical Competencies (List the key technical competencies)

Product and Service Offering understanding. Negotiation Skills Customer Service Management Good communication skills Time Management

* Active Listening Skill