Job Title: Services Manager
Company: Multichoice Africa
Location - Country: South Africa
Location - Province: Gauteng
Location - Town / City: Randburg
Job Type: Permanent
Equity Status: African candidates
Number of Positions: 1
Special Requirements: There will be travellling
- Diverse operating business units
- Multicultural environment
- Competitive business environment
- Customer focus and service orientated environment
- Multi products
- Constantly changing environment
- Cutting edge technology
- MultiChoice Africa
- Customer Care Division Management and Staff
- Outsourced external suppliers and service providers e.g. WEB Services, installers, payment platform providers
- MultiChoice customers (subscribers)
- Internal MultiChoice divisions, DStv On-line, IT, BTD
- Develop and implement new self-service and Alternative Method of Payment requirements across multiple platforms
- Maintain and improve on existing self-service AMOP functionality across all touch points
- Manage the DStv Online relationship, incl. service delivery for the Care Site
- Manage and monitor web server and web services performance and usage
- Ensure required integration of all web service initiatives into back end systems
- Define and implement online customer service strategies
- Define and implement online internal service strategies
- Management of ongoing and new developments in relation to customer service and communication on the company website and intranet
- Manage the design, development and implementation of website systems
- Manage the design, development and implementation of internal and external website layout and user interface requirements
- Manage web services data mapping design and integration
- Report on a monthly basis detailing current web usage and forthcoming developments in plain English
- Lead the Company in online customer service, billing, subscriber payments and queries
- Develop and implement self-service and AMOP strategies across multiple platforms, incl. social media
Education & Experience:
- Strong leadership
- Customer focus and service orientation
- Planning and organising
- Conflict resolution and mediation
- Cultural diversity sensitivity
- Digital Native
- Inquiring mind
- Diplomacy and tact
- Team player and builder
- Results and achievement driven
- Withstanding pressure
- Integrity and honesty
- E Commerce strategies, technology, capital requirements and online media tactics
- A firm grasp of social and legal policies pertaining to online and social media
- Proven management of enterprise level websites
- Strong knowledge of .NET based technologies
- Knowledge of web development technologies
- At least 5 years' experience in contact centre technologies and management
- PC Literate
- Spread sheets
- Pay television industry or Telecommunications market knowledge
- Excellent Verbal / Written / Presentation - Communication Skills
- Website and Intranet Communication
- Organizing and planning skills
- Negotiation skills
- A strong focus on targets and objectives
- A willingness to take on responsibility
- Decision-making skills
- Inspirational leadership skills
- Understanding of technical aspects of web services, and technology trends and products
- Analytical thinking
- Problem-solving skills
- Website management skills
- Content management skills
- Interpersonal skills
- Information gathering
- Attention to detail
Questions after the interview:
At the end of an interview there is usually an opportunity where you can ask any questions you might have. This is a great opportunity to show the interviewer that you are interested in the position as well as the company. It is a good idea to prepare a few questions before the interview – this can be done while you are doing research on the company.
Your questions should show the interviewer that you are a good candidate for the position. Try and avoid questions that are based on your personal needs and preferences, for instance:
- How much leave will I get in a year?
- Will I be considered for promotion in my first year?
- When will I get an increase?
- What time can I leave in the afternoon?
These questions are inappropriate at this stage and will probably raise concerns on the side of the interviewer. Should you be the successful candidate then all these questions will be answered in your letter of appointment so don’t waste this opportunity by asking these basic questions.
If the position is an entry level job or very junior then you are welcome to ask questions in line with the position, for instance:
- Why did the previous person leave the position?
- What would the successful person be tasked to do in a typical day?
- How does this position fit into the department and / or company?
- Could you explain the company structure to me?
- Is there any further education assistance or support?
If the position is more senior then you can prepare question around the following themes:
- current issues that will face the successful candidate;
- inter-personal challenges in the department;
- any process, technology or people challenges that needs to be attended to urgently;
- key result areas that need urgent attention in the first few months;
The above information should get you started. Prepare a few questions so that you can show your worth. Good luck with your interview!