Shop Assistant

**BRIEF OVERVIEW OF THE ROLE**

**Query and service request management**
- Regular and frequent updates to clients as per standard operating procedures (SOP)
- Adhere to escalation management processes and procedures Quality Standards
- Monitor and control the daily processing of administrative documentation as per processes, policies and systems defined by.
- Ensure compliance on all operational processes
- Identify system and process inefficiencies, make recommendations for improvement, as required.

**Customer Satisfaction and Relationship Management**
- Establish and build relationships with all relevant client contacts and internal stakeholders Reporting
- Internal reporting to the Supervisor when required e.g. weekly reporting on cancellation/ termination requests received, ticket exceptions etc

**Behavioural**
- Remain calm under pressure.
- Logical thinker.
- Methodical work ethic
- Meticulous - attention to detail
- Client centric attitude.

**EDUCATION AND QUALIFICATION REQUIREMENTS**

Minimum Requirement
- Matric
- Minimum 1 year tertiary Diploma / Certificate
- Client services training, advantageous
- ITIL Foundation certification advantageous
- Drivers license

**Experience**:

- All experience in the Mobile sector
- 2 - 3 years’ experience within a service assurance role
- 2 - 3 years’ experience in a client facing role
- Experience in client facing service, quality assessment roll

Ability to commute/relocate:

- Grahamstown, Eastern Cape: Reliably commute or planning to relocate before starting work (required)