Ops Specialist: Service Management (Temporary role) at BCX

Core Description

• Manage specific customer accounts, end to end, ensuring customer satisfaction and adherence to contractual obligations and ensuring that the relationship with the Customer operates effectively and efficiently on an ongoing basis.   

Key Deliverables / Primary Functions

• Establish and maintain good communications with the clients, ensuring that all their requirements are met, attending client meetings and drafting minutes relevant to the meeting.  Ensuring addressing of all action points from client meetings.  
• Ensure that services offered are within contractual obligation and managing the exceptions thereof; as well, ensuring that all escalation procedures are followed, with Service Level Agreements being strictly adhered to.  
• Provide support to staff members on relevant customer equipment and procedures 
• Constantly endeavour to find better/more cost-effective ways to service the customer 
• Ensure accurate preparation and review, as well timeous submission to clients of: Quotations; Billing; and Invoices.  
• To search for additional profitable business on an ongoing basis 
• Keeping track of and managing the customer financial age

Core Functional Skills & Knowledge

• Account Management
• Analytical and Problem Solving
• Communication
• Contract Management
• Customer Management

Core Behavioural Competencies

• Job Match
• Delivering Results & Meeting customer expectations
• Following instructions & procedures
• Presenting and Communicating information
• Relating and Networking
• Working with people
• Culture Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage
Experience

• 3 years' experience in service delivery 

OR

• Grade 12 & 5 years’ experience in service delivery 

Certifications

• ITIL Foundation