Functional Specialist Administrator: D&I at Telkom

Core Description

• Responsible to provide critical support to the Customer Engagement Managing Executive and the Senior Management team. Specific focus with be on enabling collaboration and alignment between the various sales channels, IT/ ISP and customer engagement teams. Support the team to enable and instil a strong customer focus within own environment in alignment with the overall Consumer Business strategy.

Job Responsibilities

Generic Responsibilities (40%)

• Develop and provide management information that includes HR & Financial issues, Resource & assets, performance, as well as commitments (SLA's)
•  Prepare and manage travel schedules for the ME & Senior Management
•  Provide high level support regarding weekly statistics, Exco Issues, Budget, logistics, workshops & meetings, office functioning, as well as tracking of Performance Management
•  Prepare, compile and validate documentation such as presentations, operational documentation, submissions, statistics, graphs, proposals, organograms, letters, memo's and agendas
•  Keep minutes of management meetings and track emanating actions
•  Network with relevant role players via meetings and conferences, discussion forums and committees
•  Approve all expense requisitions in line with the division's framework
•  Coordinate finances, assist with budget preparation

Functional Area Responsibilities (60%)

•  Overall management of queries and escalations relating to digital sales channels, Retail O&O channels, IT, ISP and customer engagement
•  Execute high level support functions to ensure that the business development, operational and office management are carried out effectively and efficiently
•  Ensure smooth communication between the MEs office and internal departments; demonstrating leadership to maintain credibility, trust and support with senior management staff
•  Meet with special interest groups or individuals on behalf of executives
•  Process queries received via all channels, prioritise and resolve
•  Handle and resolve customer enquiries
•  Manage ad-hoc project management work
•  Collaborate and work with stakeholders to deliver required service levels.
•  Handling of escalated queries via all channels, and resolve
•  Implementing up-to-date administrative standards to support high performance team
•  Support Customer Engagement operations to handle customer cases on ad-hoc basis

Core Competencies

FUNCTIONAL KNOWLEDGE

• Sales Channels; IT/ ISP; Business Administration; Financial Acumen; Communication; Project management; Telkom Structure; Telkom policies and processes; Computer Software; English Language; Customer Care; Facilities; Systems; Office Equipment; Protocols; ICT Industry; Consumer trends & products; Research methodology & tools

FUNCTIONAL SKILLS

• Interpersonal; Analytical; Communicating; Problem Solving

Certifications

Education

• NQF 6: 3 year Diploma/ National Diploma in Business
• OR NQF 4: Grade 12

Experience

• 5 Years relevant experience
• OR 7 years experience

Additional Information

Experience

• 3 years experience must be in a high-level support environment, preferably dealing with sales channels, and/or IT, ISP and customer engagement.

Special Requirements:

• High levels of confidentiality: maintain customer confidence and protect operations by keeping information confidential.
• Integrity checking will be conducted.
• Maintain professional and functional area-specific knowledge.
• Smartly separate what must be done now, and what can be improved later.
• Maintain calm poise in stressful situations.
• Demonstrate consistently strong performance.
• Seek to understand Telkom strategy, market, technology, customers and stakeholders.
• Question status quo, re-conceptualise issues to discover practical solutions for hard problems.
• Ability to work in fast-paced and ever-changing environment.
• A self-starter, capable of acting on own initiative and proactively managing competing demands and pressures and able to multi-task effectively.
• Comfortable to delegate upwards to MEs direct team in order to effectively manage workloads.
• Make fast and timely decisions based on analysis and clear team goals.
• Ability to make sound judgements based on a combination of observation, analysis and experience.

Special Requirements

Physical Requirements

Key Stakeholders

• Consumer Business Exco
• Customer Engagement Management Team
• Other MEs Functional Specialists
• Relevant regional and national role players
• Customers
• Organised Labour