Specialist - Network Customer Solutions.technology

2 weeks ago

Durban, South Africa MTN Nigeria Full time

Strategy Development
- Provide input into network quality and coverage strategies

Network Quality & Coverage
- Responsible for regional co-ordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage
- Provide input on network quality and coverage improvement priorities across the network
- Monitor and implement corrective and preventative measures as required
- Investigate customer complaints for possible enhancements in network quality and coverage
- Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes
- Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality
- Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
- Identify key improvement areas based on customer feedback
- Assist in designing processes to ensure quick customer complaint handling
- Take responsibility for regional network quality & coverage issues, including:

- Respond to all incoming coverage and network quality queries within set KPI period
- Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data)
- Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
- Inform Network Coverage CS team/Customer via FLS - Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported
- Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn
- Oversee regional CE installation process from when WA is issued
- Sign of Cell Extender installations once installation is completed
- Ensure a communication platform with Regional SP’s to sustain customer satisfaction & support with regards to Network Quality & Coverage.
- Perform follow up test drives to ensure faults have been resolved as expected
- Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration)
- Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

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