Specialist - Network Customer Solutions Technology Information at MTN

JOB DESCRIPTION

Strategy Development

• Provide input into network quality and coverage strategies

Network Quality & Coverage 

• Responsible for regional co-ordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage 
• Provide input on network quality and coverage improvement priorities across the network
• Monitor and implement corrective and preventative measures as required
• Investigate customer complaints for possible enhancements in network quality and coverage
• Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes
• Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality
• Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
• Identify key improvement areas based on customer feedback
• Assist in designing processes to ensure quick customer complaint handling
• Take responsibility for regional network quality & coverage issues, including:
  • Respond to all incoming coverage and network quality queries within set KPI period
  • Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data)
  • Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
  • Inform Network Coverage CS team/Customer via FLS - Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported
• Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn
• Oversee regional CE installation process from when WA is issued
• Sign of Cell Extender installations once installation is completed
• Ensure a communication platform with Regional SP’s to sustain customer satisfaction & support with regards to Network Quality & Coverage.
• Perform follow up test drives to ensure faults have been resolved as expected
• Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration)
• Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity  

QUALIFICATIONS

Education:

• Minimum of 3 year degree/diploma  in I.S.Communications or Electronics.
• Fluent in English 

Experience:  

• Minimum 3 years’ experience in Telecommunications environment; with experience in supervising others.
• 3 years experience in GSM Data technology is advantageous.
• Experience working in a medium  organization