Service Manager - Pretoria at Dark Fibre Africa

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