Musa Miyen
TNT Express South Africa - Front line customerservice supervisor
32 years old, single, 1 child
If ever there was someone who loves life it’s Musa. Enjoyment and frenetic energy seem to ooze from his pores. He clearly has trouble sitting still. All to the benefit of TNT as it is said he has Orange blood. Hugely dedicated to his job, he lives and breaths the company and has helped change and motivate the Customer Service Department and organisation as a whole. It’s no surprise therefore that the praise from his colleagues and customers is frequent and that he has won various company awards.
“I’m a frontline customer service supervisor in the Johannesburg call centre, responsible for incoming calls from major accounts. Second, I’m responsible for monitoring the accessibility of my team for our clients, with a target of 90% calls answered in 10 seconds. The thing about my job is that the customer comes first. Always. It’s important for the company that our clients are happy and come with return jobs. And it’s important for me and my team – with no custom, none of us have a job!”
“Without my people, none of what we are achieving in South Africa would be possible. It’s a matter of teamwork, and everyone has to be accountable for their own job. People have to feel the responsibility. It has to be part of who they are. And there’s no hiding with me. Maintaining a good atmosphere is critical. That’s why I like to know my people on a personal level, as individuals. It’s easier if they open up so that you can help them solve whatever they’re struggling with at the time. But if you’re going to get a good response from your colleagues, you have to lead by example. Less talk more action.”
“Those awards? I have to tell you – of course I was delighted to receive them, but I didn’t really understand it. I was just doing my job. Sure, I sometimes head off after work to deliver packages, and maybe it gets late if it’s on the other side of the city. But that’s no sweat. I love my job, I love it when my clients are happy and hey, I like driving. This way, when I then get back home, I can sleep well, and so can my customer. And I also know that we can start with a clean sheet the next day. Express means on time. If we don’t meet our promises, we might as well pack up shop right now.”