Deadline: 18 April 2012
Location - Town / City Randburg
CONTEXT
Communication of all business requirements, changes and information to internal and external customers is key to ensuring Customer Delight within the Customer Care Division. This role requires creative communication skills, accurate information dissemination, flexibility, and the ability to deliver information quickly and accurately when required.
OUTPUTS:
(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
- Manage Change Management initiatives throughout Customer Care
- Creation, improvement and maintenance of operational information and communication with internal and external customers across diverse touch points and using different media, i.e. online content, sms content, dsd mail content, letter content, statements, etc
- Administration of identified internal and external communication touch points, i.e. SMS channels, bulk email channels, snail mail channels, etc
- Management of operational customer-related content across internal touch points, i.e. Sedibeng, CRM knowledge base, etc
- Creation of core messages, FAQs, and required operational content for projects that impact Customer Care and external customers
- Documentation of communication plans and dissemination of information according to the required criteria per touchpoint
- Ongoing reviews and updates of communication on all platforms in accordance with business and policy changes
- Ensure that all communication is in sync with the company brand personality
- Implementation of communication standards within Customer Care, and adherence to said standards and SOPs
- Manage and communicate events that impact on Customer Care
- Review and contribute towards Customer Care training material
COMPETENCIES:
(Personal capabilities which are critical to the production of quality outputs)
Knowledge
• Understanding of employee and customer communication management strategies
• Knowledge and understanding of diverse communication media including social media
• Delivery in constantly changing and evolving environment
• Consistent delivery of high quality results in communication
• Knowledge of change management and effective communication during change
• Experience in managing multi and cross functional communication plans
• A firm grasp of social and legal policies pertaining to communication and communication media
Functional Competencies
• Excellent Verbal and Written Communication Skills
• Change management
• Communication management
• Customer satisfaction measurement skills
• A strong focus on targets and objectives
• A willingness to take on responsibility
• Decision-making skills
• Content management skills
Behavioural Competencies
• Customer focus and service orientation
• Interpersonal skills
• Information gathering
• Attention to detail
• Planning and organising
• Adaptability
• Flexible
• Innovative
• Results and achievement driven
• Confidentiality
• Initiative
• Withstanding pressure
• Integrity and honesty
CONTACT INFORMATION:
For submissions: apply via Multichoice Group's career site here
Website: http://www.dstv.com