Technical Officer Vacancy at Telkom
Tech Officer: Customer Experience
Location: Centurion, Gauteng, ZA
Company: Company
Structural Information
Job number: 10029734
Job title: Technical Officer: Customer Experience
Job grade: OP1
Group/ BU: Openserve
Division: Openserve
Span of control: 0
Reports to: Management
REM Functional Area: Technical
Core Description
To track all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service and experience. To ensure success as a customer experience liaison, exhibiting in-depth knowledge of customer engagement channels and experience in Openserve. Applying customer engagement expertise resulting in excellent customer relationship management and a positive brand image. Maintain a high quality of Service to ensure Openserve meets the KPI targets and customer satisfaction expectancy and improve quality of service by performing customer queries/ complaints trend analysis.
Job Responsibilities
OUTPUT 1
Track customer experiences across online and digital channels, and touchpoints
SUB-OUTPUTS
Communicate desired outcomes
Monitor progress
Provide feedback
Implement corrective actions
RANGE
All Relevant Disciplines Across All Service Organizations
Various
OUTPUT 2
Internally collaborate with the right departments (Sales and marketing, Network/ Assurance, Fibre or Broadband and Strategy and Architecture) to
enhance customer services and brand awareness.
SUB-OUTPUTS
Identify inter-departmental interfaces
Proactively build relationships
Using all available tools of collaboration for frequent communication and internal alignment
RANGE
All Relevant Disciplines Across All Service Organizations
Various
OUTPUT 3
Respond to customer queries in a timely and effective manner, via identified channels and platforms.
SUB-OUTPUTS
Respond promptly to customer inquiries.
Communicate with customers through various channels.
Communicating and coordinating with colleagues as necessary.
RANGE
All Relevant Disciplines Across All Service Organizations
Various
OUTPUT 4
Aligning customer experience strategies with business strategy
SUB-OUTPUTS
Iteratively improve customer experience strategy based on performance data
RANGE
All Relevant Disciplines Across All Service Organizations
Various
OUTPUT 5
Providing input to business processes, factoring or highlighting customer compliments and complaints.
SUB-OUTPUTS
Suggest new improvements to reconfigure business processes
RANGE
All Relevant Disciplines Across All Service Organizations
Various
OUTPUT 6
Improve and sustain Assurance and Fulfilment across all regions & centre through an approved customer engagement model
SUB-OUTPUTS
Respond promptly to customer inquiries.
Communicate with customers through various channels.
Communicating and coordinating with colleagues as necessary.
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RANGE
All Relevant Disciplines Across All Service Organizations
Various
Core Competencies
FUNCTIONAL KNOWLEDGE
Technical; Telkom Infrastructure; Computer Software; Telkom Products and Services
FUNCTIONAL SKILLS
Analytical; Problem Solving; Communicating; Telephone Etiquette; Computer; Customer Servic; Interpersonal; Analytical; Organizing Techniques; Dedicated; Reliable; Accurate; Assertive; Efficient; Customer Focus
ATTITUDES/ LEADERSHIP COMPETENCIES
Empathic; Responsible; Integrity; Diplomatic; Reliable; Accountability; Accurate; Dedicated; Proactive; Respect; Responsible; Tactful; Team Player; Quality Awareness; Reliable; Initiative; Customer Focus
Certifications
Education
NQF 4: School leaving qualification: National Certificate (Grade 12)/ National Senior Certificate/ National (vocational) Certificate and relevant modular training
Experience
3 Years relevant experience
Additional Information
Special Requirements
- Willing to work long hours
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