Enterprise Customer Service Consultant

Enterprise Customer Service Consultant

Location: Midrand

Duration: 12 months

Role purpose:

• To provide support, negotiate agreements, compile reports, maintain relationships, manage accounts, and problem resolution, to function as a specialised one-stop shop philosophy to our customers.

Key accountabilities

• Receive and analyse requests for support, determine the most appropriate solution and implement accordingly
• Negotiate deals with customers in accordance with policies and procedures within allocated timeframes
• Compile monthly reports on: Tariff Optimisation Upgrades, Churn
• Problem solutions
• Monitor the performance of all relevant parties to ensure that agreements are honoured
• Maintain all strategic targets Retentions (upgrades, cancellations) Call centre Service levels
• Customer Delight Index + NPAS (Net Promoter Score)
• Manage all customer specific bespoke SLA's and ensure adherence
• Verbal and written business skills

Must have technical / professional qualifications:

• Matric is essential
• Relevant Certificate / Diploma is essential
• 2-5 years in Telecommunications industry in customer service
• Perform end to end support for these accounts
• Conform to ITIL Service Management Standards
• Built one on one relationships with the customer administrators supported
• Close the loop on all customer specific environment dealing with Business Corporate Clients – essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

Core competencies, knowledge and experience

• Customer interaction
• Computer literate
• Customer centricity
• Business environment
• Billing system
• Control system