Client Service Representative

2 weeks ago


Johannesburg, South Africa Talksure Full time

**MAIN PURPOSE OF THE ROLE**

To ensure that clients are provided with professional, accurate and premium on-site service delivery for all mobile voice and data services. This service delivery relates all tickets for end-to-end delivery (order-to-activate) and assurance (query-to-resolve).

**DUTIES AND RESPONSIBILITIES**

**Request For Service logging, management and resolution**
- Resolution of all mobile requests for service (order-to-activate and query-to-resolve) within client SLAs
- Proactive tracking and management of Requests for service
- Defined updates to clients as per standard operating procedures (SOP)
- Quality assessment of service fulfilment tasks to ensure its right first time
- Technical support for handset setup at client on-boarding

**Incident logging, management and resolution**
- Resolution of mobile incidents (order-to-activate and query-to-resolve) within client SLAs
- Proactive tracking and management of incidents
- Defined updates to clients as per standard operating procedures
- Quality assessment of service assurance tasks to ensure its right first time

**Technical support**
- Incident handling relating to coverage complaints
- Defined updates to clients as per standard operating procedures
- Complaint and query handling within defined SLA/OLA TATs

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Diploma
- All experience must be in the mobile sector (voice and data)
- 2 - 3 years' experience within a service fulfilment and/or assurance role.
- 2 - 3 years' experience in a client facing role
- Experience in client facing service, quality assessment and/or technical support
- Experience must be in the mobile sector (voice and data)

Preferrable:
ITIL foundation certification

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Excellent time management skills
- Innovative
- Good interpersonal skills
- Work well under pressure
- Client-focused
- Detail-orientated
- Logical
- Organised

**Salary: A Lucrative CTC is on offer.**

**Contract type: Fixed term contract until December 2024



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