Customer Service Engineer I (iOCO0117) at iOCO

Job Description

• We are seeking a Customer Service Engineer I to join our team and play a key role in delivering exceptional customer experiences through effective outsource partner management, operational performance, and continuous service improvement. The successful candidate will be responsible for driving customer satisfaction across every interaction, working closely with outsource partners and internal support teams to identify and resolve customer-facing issues relating to people, processes, and technology.

What you'll do:
Customer Satisfaction:

• Drive the focus on improving the customer experience on every interaction through strong outsource partner management
• Work with outsource partner and support teams to identify and resolve all customer facing issues caused by people, process or technology that causes detraction of positive customer experience
• Drive outsources partner performance and all metrics in accordance to contractual obligation

 Partner Management:

• Engage the outsource partner frequently to ensure quality of deliver meets the appropriate standard
• Communicates information in a timely, accurate and understood manner to the outsource partner

Operational Improvement:

• Engage with outsource partner to formulate service improvement plans
• Track progress and improvement activities in line with agreed items included in service improvement plans

Your Expertise:

• Minimum of 5 years relevant experience within Telecommunication  
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge Preferred)

Qualifications:

Must have technical / professional qualifications:

• Matric (Essential)
• 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree
• Telecommunication Industry (Essential)
• Minimum of 5 years relevant experience within Telecommunication
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge Preferred)

Other information applicable to the opportunity:

• Contract position
• Location: Johannesburg
• Work environment: Open plan environment in a team
• Travel: Own Vehicle Essential – Travel required between other sites