Job title : Service Manager – Pretoria
Job Location : Gauteng, Pretoria
Deadline : July 28, 2024
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ACCOUNTABILITIES & RESPONSIBILITIES
NPS Improvement
- Identify areas for improvement of overall customer experience.
- Implement action plans and act on Surveys and Customer Feedback.
- Maintain customer contact details on CRM to be used for surveys.
Build and Improve Customer Relationships
- Attend to customer service reviews at agreed frequency with the customers.
- Ensure that for all customers that all reporting, incident tracking and service delivery and assurance components are available to the customer.
- Address customer contract queries and ensure delivery of services as per the contracted requirements.
- Represent the opinions and suggestions of the customers to the company so the company has feedback from its customers
Proactive Customer Service
- Ensure all customer SLAs are adhered to and exceeded.
- Continuously improve customer service by performing proactive customer service audits, identify design short falls and implement solutions before issues are highlighted by the customer.
- Auditing work and customer service to ensure the company’s high standards, efficiency, and productivity goals are met.
Operational Support Management
- Billing disputes are logged and resolved timeously.
- Monitor client complaints and create techniques to lessen recurring issues.
- Reduce the number of SLA credits being paid to customers, by managing aging tickets all less than SLA.
- Maintain Billing Inventory Lists (via One view) ensure no billing errors result in credits.
- Create churn and erosion reports within specified portfolios
Financial Efficiency
- Identify claw backs / revenue leakage and keep a track record of the achievement for review.
- Upsell / cross sell opportunities. These include upgrades and new services / solutions.
- Identify Customer Cost Saving initiatives within and assist in implementing the initiatives.
- Review contracts as needed to be able to maximize profitability.
Closing date for Applications is the 5th of July 2024
Requirements
Qualifications
- Formal Qualification (3yrs Degree)
- Project Management
- ITIL V4
Experience
Job Related Experience
- A minimum of 8 years in the ICT sector of which min 6 years must have been spent in the telco environment
- Relationship Management experience and dealing with customers at all levels is a requirement
- Contract and SLA management
Knowledge Areas
- Job Related Knowledge Required
- Understanding of the telecoms industry
- Knowledge of NPS (Net Promotor Score)
- Report writing experience
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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