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Omni Channel

MultiChoiceZA

13 days ago

Job description

Job title : Omni Channel

Job Location : Gauteng,

Deadline : October 14, 2025

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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, 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 calendar 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)

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 MultiChoice 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

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