Requirements

• First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
  
• Service Management certification (added advantage)
  
• Fluent in English
  

• Experience working in a medium organization
  
• Experience in the telecommunications industry in a similar role
  
• Experience in a customer service environment in the telecommunications industry.
  
• Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Word, MS Outlook, Google applications and AI tools
  

• Work with product, UAT and support teams to validate new products, new systems and upgrades
  
• Generate relevant reports as required by the business
  
• Ensure QA and prompt invoice delivery
  
• Ensure resolution of ALL service provisioning and sales support PPPs items
  
• Analysis of customer requests for prompt resolution
  
• Ensure end-to-end internal customer experience management
  
• Adequate feedback on requests is provided to requesters
  
• Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
  
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
  
• Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
  
• Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
  
• Achieve at least 80% score in EB Customer Satisfaction internal surveys