Ops Specialist: Service Management

2 weeks ago

Kramerville, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit
Cloud Platform Solutions Department Field Services Position reports to Executive: Client Relations Management Job grade S6
Core Description
Manage specific customer accounts, end to end, ensuring customer satisfaction and adherence to contractual obligations and ensuring that the relationship with the Customer operates effectively and efficiently on an ongoing basis. Key Deliverables / Primary Functions
Establish and maintain good communications with the clients, ensuring that all their requirements are met, attending client meetings and drafting minutes relevant to the meeting. Ensuring addressing of all action points from client meetings.
Ensure that services offered are within contractual obligation and managing the exceptions thereof; as well, ensuring that all escalation procedures are followed, with Service Level Agreements being strictly adhered to.
Provide support to staff members on relevant customer equipment and procedures
Constantly endeavour to find better/more cost-effective ways to service the customer
Ensure accurate preparation and review, as well timeous submission to clients of: Quotations; Billing; and Invoices.
To search for additional profitable business on an ongoing basis
Keeping track of and managing the customer financial age Core Functional Skills & Knowledge Account Management Analytical and Problem Solving Communication Contract Management Customer Management Core Behavioural Competencies Job Match Culture Match Delivering Results & Meeting customer expectations Following instructions & procedures Presenting and Communicating information Relating and Networking Working with people Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 years’ experience Account Management
OR
Grade 12 & 5 years’ experience Account Management Certifications ITIL Foundation PMBOK Professional Memberships in Relevant Industry Level of Engagement & Span of Control

**Span of Control**: 0

**Level of Engagement**: Engagement with internal and external clients
Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Billable

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