- Responsible for ensuring stability of the network and optimal customer satisfaction.
Key Performance Areas
- Customer Communication 30%
- Incident Logging 20%
- Incident Handling 20%
- Trouble shooting 20%
- Teamwork 10%
Competency Requirements for PositionKnowledge
- Knowledge of networks in the telecommunications industry (Cisco WANs / LAN)
- Knowledge of customer service principles
- Knowledge of effective customer engagement
Skills
- Strong written and verbal communication skills in English
- Understanding of network design
- Analytical thinker
- Customer Centricity
Behavioral
- Customer Responsiveness
- Results driven
- Problem solving
- Attention to detail
- Stress tolerance
- Resilience
- Proactivity
- Resilience
Minimum Qualifications:
Minimum Experience: Minimum of 2 -3 years experience in telecoms sector.Other requirements
- Must be willing to work weekend shifts monthly
- Must be willing to work flexible shifts
- Must be willing to work night shift
- Must have own transport
Job Grade:
Key Stakeholder RelationshipsInternal
- Sales
- Projects
- Ops
- Quality Assurance
- Carrier Relations
External
Key Performance Areas IndicatorsCustomer Communication
&
- Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner. - Positive feedback from customers - Emails attended to before end of shift
- Priortise Customer Centricity and utilize empathy in all communications.- Phones answered within 3 rings
- All emails to be written in appropriate business language - Professional company image
- Ensure “active” listening at all times when dealing with Customers - Accurate, clear understanding of the issue
Incident Logging
- Capture detailed, accurate information of the incident, either telephonically or via email - Ticket raised within 15 minutes of receiving the call or email
Incident Handling
- Adhere to Standard Operating Procedures - Ensure compliance with ISO standards
- Follow up on all assigned tickets and ensure Customers are updated hourly - Timely and accurate feedback
- Escalate outstanding incidents to suppliers or senior engineers for resolution - Incidents to be resolved with the relevant SLA
- Adhere to daily standards regarding the closing of tickets - Minimum of 10 tickets closed daily
Troubleshooting
- Diagnose the problem, identify the root cause and resolve the issue as quickly as possible - Adhere to Standard Operating Procedure
Teamwork
- Work with colleagues to achieve overall team goals - Demonstrate willingness to assist others
- Highlight problems and work with team to find solutions - Suggest solutions instead of problems
- Take personal ownership of problems with full accountability. - Go the extra mile for the Customer
Desired Skills:
