Client Service Representative at GBS

Key Responsibilities

Request For Service logging, management and resolution

• Resolution of all mobile requests for service (order-to-activate and query-to-resolve) within client SLAs
• Proactive tracking and management of Requests for service
• Defined updates to clients as per standard operating procedures (SOP)
• Quality assessment of service fulfilment tasks to ensure its right first time
• Technical support for handset setup at client on-boarding
• Surveying customers to establish customer satisfaction

Incident logging, management and resolution

• Resolution of mobile incidents (order-to-activate and query-to-resolve) within client SLAs
• Proactive tracking and management of incidents
• Defined updates to clients as per standard operating procedures
• Quality assessment of service assurance tasks to ensure its right first time

Technical support

• Incident handling relating to coverage complaints
• Defined updates to clients as per standard operating procedures
• Complaint and query handling within defined SLA/OLA TATs

Qualifications and Requirements:

• Matric
• Diploma advantageous
• Proven experience in the mobile sector (voice and data)
• 2-3 years of hands-on experience in service fulfillment and/or assurance roles
• 2-3 years of experience in a client-facing role, delivering outstanding service
• Strong background in client service, quality assessment, and/or technical support

Nice to Have:

• ITIL Foundation Certification (preferred)