Customer Service Consultant

1 week ago

Rivonia, South Africa Motivity (PTY) Ltd Full time

**BRIEF OVERVIEW OF THE ROLE**

**Service availability**
- Ensure accurate service inventory throughout the customer lifecycle
- Change management
- Service continuity (both from a customer and core perspective)

**Service unavailability**
- Proactive internal and external escalation management
- Escalation management

**Customer maintenance**
- Customer name or technical contact information changes
- Ensure governance adherence

**Service maintenance**
- Manage all non-billing impacting changes - technology, configuration changes, additional IP addresses, telephone numbers etc.
- Manage billing impacting changes - upgrades/downgrades, site moves/migrations, terminations, renewals

**SLA compliance**
- Analyze and understand customer agreed SLA
- Implement mechanism to meet and manage customer expectation across the customer life cycle

**2. EDUCATION AND QUALIFICATION REQUIREMENTS**

**Minimum Requirement**
- Matric

**- 3-year diploma or degree**
- ITIL foundations certification
- Microsoft Office skills (word, PowerPoint and excel)
- Network training (including mobile and/or fixed services)
- Product and systems training to support the client portfolio - current and future.

**3. Experience**:

- 3-5 years in a customer facing role within a technology company
- 2 years’ experience as a service manager in the ICT sector
- Telecommunications networks products and technologies
- Cisco networking products and terminology

Ability to commute/relocate:

- Rivonia, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

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