Indirect Team Lead at Nexio

ROLE REQUIREMENT

• Playing “The Fixer” role while keeping calm all situations
• First point of contact for all escalations
• Defining processes, accountability and teamwork to decrease the impact of Customer dissatisfaction
• Customer Interaction, offering various support to teams (Sales, Legal, PO, TA’s, C&C and AM’s) to change the attitude of the teams in general towards lack of Customer Maintenance especially aftersales has been completed and it’s in the implementation phase
• Assisting the team in closing the gap with the process of maintaining Customer follow-ups
• Assisting Credit and Risk in resolving EBU and CBU related billing disputes in order to collect revenue
• Assisting the team in providing constant customer maintenance throughout sales tools
• Focusing on providing Customer engagement and immediate aftersales interaction on (new or existing Customers) to regain trust while maintaining company’s integrity
• Communicating various project technical delays with the business partners on behalf of the team
• Meeting with Customers/Business Partners to assist the PAM with immediate requests
• Managing incorrect billing queries on higher level
• Driving Service Request ETAs and satisfactory resolutions
• Monitoring team performance and reporting on gaps
• Creating report on request
• Assisting Credit & Risk Team to follow process of engaging in the collection process with Customer
• Assisting PAM with managing key accounts on request
• Providing constant customer maintenance
• Dealing with customer escalations
• Weekly meeting with Customers to discuss projects, billing and payments
• Managing Back-billing & Implications of premature cancelling and giving customer feedback
• Giving internal and external customers advise on business processes
• Making sure that all cancellations and all credit are processed accordingly
• An ability to define, encourage and evaluate staff performance in relation to clearly defined objectives, timelines and performance standards
• An ability to put people at ease and build sound relationships based on mutual trust and openness
• An ability to plan, manage, monitor and evaluate own workflow and output, anticipating obstacles, juggling priorities and following through on goals and commitments within agreed timeframes
• An ability to be systematic and rule-oriented in gathering, reviewing and evaluating data from a variety of perspectives
• An ability to describe a problem effectively, gather and analyze information and create options to generate a workable solution
• Drive Siebel, VPP and Ignite adaptation
• Pro-active monitoring and reporting of system problems
• Active participation in system requirements
• Involvement system pre-release testing
• Case by case systems issue intervention
• Participation in system enhancement in the support of segment sales and service delivery to customers
• Systems gap analysis and reporting
• Channel behavior analysis and reporting– on systems
• Assist the channel champion in SME and Indirect product and services
• Technical input in Product to market forums
• New product Testing
• Continuous System testing
• Process testing
• Product Feedback reporting

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
• Ability to effectively manage a team

QUALIFICATIONS & EXPERIENCE

• Grade 12 (Matric) essential
• At least 1 year sales experience in sales management
• Experience of working with Siebel/Ignite 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 Organisational Understanding