Africa-Press – Eswatini. In a significant move to bolster service excellence and security, MTN Eswatini has equipped 400 frontline agents with advanced skills to protect customer data and deliver exceptional service.
The intensive Customer Centricity and Sales Training session, held recently at the Institute of Development Management (IDM), brought together a diverse group of frontline personnel. The participants included street vendors selling airtime and MoMo, as well as staff from kiosks, retail shops, and service centers across the country.
Opening the session, Acting CEO Jerry Soko grounded the conversation in MTN’s core values, emphasizing that the customer remains the company’s “north star.” He stressed that every interaction is an opportunity to build trust, which he described as the foundation of the MTN brand.
“Our customers choose us every day. Protecting them is a priority. How we serve them, support them, and safeguard their information is non-negotiable,” Soko stated. He further urged agents to embrace agility, responding quickly to customer feedback to ensure the company remains relevant and responsive.
A major highlight of the training was the reinforcement of MTN’s zero-tolerance policy regarding fraud and misconduct. MTN Fintech CEO Sam Shongwe emphasized that agents are the primary custodians of customer information. He highlighted the company’s transition from manual logbooks to secure digital processes to minimize risks.
The training was bolstered by the presence of Assistant Commissioner Nicholas Jele from the Royal Eswatini Police Service (REPS). Jele warned agents against the temptations of financial crime, noting that “living beyond one’s means” is a common driver of fraud. He encouraged the frontline staff to maintain the highest standards of integrity as guardians of the nation’s digital financial space.
The session also celebrated the dedication of long-serving agents. Nontsikelelo Nkambule, an agent from Mankayane, reminded her peers that great service is rooted in the basics of respect and kindness. Meanwhile, Mbongseni Khumalo was recognized for his consistency, earning a smartphone as a reward for his commitment to excellence.
By investing in its people, MTN Eswatini continues to signal its commitment to “Strategic Intent 2026,” focusing on digital transformation and community empowerment.
