LEAH MULENGA

DUTIES /RESPONSIBILITES

• Preparing a 3 way daily reconciliation between Audcom, APP collections and 3rd party collections on the APP portifolio

• Preparing the daily reconciliation of the APP’s deposits against cash in the bank


• Consolidating the portifolio by reconciling Audcom, App collections, APP deposit slips/transfers and cash in the bank account. Any variances noted should be resolved daily.

• Managing the APP stock debtor account and ensure that these are kept within the 30days credit period -currently done by marketing


• Monitoring and ensuring automation of payments from APP’s- (dash board and after hours)

• Managing queries raised by APP’s promptly.(Raised by Vendors)


• Ensuring that APPs adhere to MultiChoice operating procedures.

• Ensuring other payment platform files are uploaded from Clarity and reconciled.

• Managing and resolving APP blackmarks- Customer care submitted by frontcounter and call centre

• Monthly review of commission schedules for onward processing by Treasury

• Providing support by engaging in APP audits and generate reports on activities and irregularities

• Managing all reversal requests raised by APP’s Promptly/ even from the call Center / Front counter and Banks and advise call centre to contact subscribers

• Routinely Testing Vendor Platforms for compliancy purposes ( e.g USSD services, Point of sales -Kazang, Cgrate )

• Conducting UAT tests for new vendors; working hand in Hand with 3rd party integrators from SA to resolve issues with vendors so that our payment platforms are customer efficient

• Liaising and attending meetings and conference calls with third party vendors and SA

• Resolving all Queries regarding APP’s coming from internal and external customers

• Dashboard monitoring after hours to ensure all platforms are in operation this in addition to liasing with other payment Champions to ensure all portals are up to date

• Providing support to marketing in terms of the Eazy self service Payment information that needs updating as systems on the APP’s change

• Securitizing all failed payments from third party vendors before sending to the SA team for processing.

• Providing technical and billing support to Agents

• Providing support to Business Desk as regard to payment Downtimes and assist Call Centre log calls directly to EBS and 3rd party intergrations.

• Ensuring there are no back log queries from internal /external customers

• Compiling a weekly report on all failed auto reconnects for vendors and investigate and ensure the hicupps are resolved


KEY INTERNAL CONTACTS

• Finance business Partner
• BU HODs
• Banks
• Customer care
• Technical Operations
• Sales and Marketing


KEY EXTERNAL CONTACTS

• Agents: attend to agency queries (Daily)

DUTIES /RESPONSIBILTIES

• Interacting with the companies customers to provide them with information to address queries regarding products and services

• Dealing and helping resolve any customer complaints i.e assisting customers in opening accounts and helping resolve problems when they fail to access their accounts

• Confer with customers by telephone or in person in order to provide information about the companies products and services.

• Resolve customers service or billing complaints by performing activities such as exchanging products were necessary and giving refunds if need be


• Providing product and service information to assist customers in making decisions about a product to buy

• Help generate sales leads i.e addressing customers inquiries and seeling them new product upgrades

• Maintaining customers accounts and contacting them in order to respond to inquiries or to notify them of the outcome of the complaint they raised and any planned adjustments to their accounts

• Keep records of customer interactions and transactions recording details of inquiries, complaints and comments as well as actions taken

• Refer unresolved customer grievances to designated departmentsfor further investigation

DUTIES /RESPONSIBILTIES

• Supervise the activities and work volume of Customer Services
Representatives (CSR) in attending to incoming customer enquiries and the resolution of Issues raised, in order to provide optimal service delivery
• Extra view cancellations

• Keep records of customer interactions and transactions recording
Details of inquiries, complaints and comments as well as actions taken

• DSTVi and GOTVi assisting installers with the current project


• Providing leadership, guidance and support to the Customer Services
Representatives

• Consistently monitoring systems with a view to recommending changes /
Updates to improve them

• Refer unresolved customer grievances to designated departments for further investigation

• Making a Monthly work schedule for the call Centre, DBCand Campaign Report and Absenteeism Report

• Keeping record of the Daily performance for the team, helping the team maintain positive attitude, ensuring targets are met through team work and also boost morale through activities such as: Employee of the Month

• Ensure outstanding level of work performance and consistentency in the teams QA performance

• Organizing Self Service Clinics to educate customers on the easier ways to clear errors on their Screens

• Maintaining a Policy Presentation Schedule for the team on a daily basis, planned monthly in order to ensure each staff member is conversant with the company policies

• Making daily Reports to help monitor the cause of the influx of calls on a daily basis

DUTIES /RESPONSIBILTIES


• Handling clients coming to the clinic by receiving and guiding them in a courteous and friendly manner

• Managing the front office of the Clinic and answering the phones and directing all queries appropriately

• Maintaining a call register for all calls made on the clinic phone lines

• Directing clients on the various payment modalities i.e. Insurance, Cash, Account or Members

• Carrying out efficient and effective appointments for clients with all Doctors

• Providing and marketing clinic products and services

• Secretarial duties which include writing minutes and patients reports and referral letters

• Stock management of all front office stationery and consumables

• Organising meetings for members of staff and Management and presenting monthly reports for activities carried out at front office

• Data entry on Smart-Care system

• Preparing Monthly Family Account statements for all Family members on scheme with the clinic

• Preparing Monthly Coperate Member statements for all Coperate members on scheme with the clinic

• Making monthly invoices for the laboratory

• Handling day to day sales and doing daily summary sales and also carrying out all VISA transactions and banking them in an appropriate manner.

• Banking all sales on a day to day basis

• Executing any other duty assigned to me by my supervisor or management

DUTIES/ RESPONSIBILITES


• Handling the companies Customer Relations

• Marketing products being offered by the company

• Working with company Technicians on workshop sales

• Handling all clients queries and complaints

• Organising meetings with would be phone dealers

DUTIES /RESPONSIBILITES


• Handling Clients that walk into the café

• Asigning tables to staff

• Monitoring day to day activities and sales in the café

DUTIES /RESPOSIBILITES

• Welcoming clients frm all over the world touring the Rocky Mountains

• Record keeping for all clients seen

• Organising meetings and workshops for those coming for Business

• Handling day to day sales

• Supervising Jounior Staff and Orienting New Staff

DUTIES/RESPONSIBILITIES


• Teaching children from various backgrounds the different cultures of the world

• Helping the children learn skills at an early age

• Organising recreation activities for children

• Helping parents develop great relationships with their children, by organising family outings and activities

• Teaching children about nature and what goes on around them, helping them learn arts and crafts

• Counseling parents on the kind of lifestyle they lead that their children don’t feel comfortable with and helping them come to terms with situations and help them accept what their children want from them