Cancellation Specialist at Nexio

• The role will be reporting directly to the Order Management Team Lead with a dotted line to the Quality Team Lead. The main function of this role is to process fixed complex products cancellations Service Requests and Delete Orders service requests and capture Vodacom Business Cancellations Orders for Vodacom Complex Products and Solutions.

ROLE REQUIREMENT

KEY ROLE AND RESPONSIBILITIES'.

• Manage the Cancellation process with correct approvals to close order
• Drive the Organisational activities to ensure & maintain quick turnaround times within function responsibilities
• Ensure adherence to business rules in terms of notice periods
• Ensure applicable penalties (BOC) apply if termination is within the contract period
• Correct and timeous cancellation of solutions to avoid credit notes
• Perform analytical checks to determine the validity of a credit note request
• Co-ordinate cross-functional processes to ensure all functions integrate and contribute to customer satisfaction.
• Maintain high level of quality and adherence of OLA (Operational Level Agreement)

TECHNICAL / PROFESSIONAL COMPETENCIES

• Experience in Telecom’s CRM Systems.
• Comprehensive experience in Excel and other related Microsoft Office product Suite.
• Experience in dealing with high volume high priority Customer accounts.
• Understanding of technical concepts and the ability to communicate it as viable appealing market offerings.
• Experience in solution sales and relationship management with a track record of solution selling.
• Flexibility and problem handling and solving ability.
• Ability to work and manage in an ambiguous and changing environment.

QUALIFICATIONS & EXPERIENCE

• Grade 12 (Matric) essential
• At least 3 years' experience in Telco Cancellations will be advantageous.
• Experience of working with Siebel advantageous.
• Experience in telecommunications highly advantageous.

LEADERSHIP COMPETENCY REQUIREMENTS

• Apply Analytical Thought Processes.
• Equip the team by way of knowledge sharing.
• Encourage collaboration.
• Big Picture Solution Realisation.
• Holistic Organizational Understanding.