The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology.
We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
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Administer, monitor, support and analyze mobile service delivery end-to-end processes.
Administer, monitor and maintain stock levels related to mobile products and services (SIM, Welcome Packs (F2F and PARGO) and Vouchers (Retail and Airtime).
Administer and monitor service delivery levels/SLA and operational relationships with 3rd party partners and providers.
Review service delivery administration and maintain service delivery processes with the view to improving end user experience and service delivery turnaround times.
Ensure Customer Experience Agents are skilled to support customers with respect to mobile service delivery and support.
Ensure efficient and effective processes are in place to support the business with respect to mobile Service Delivery through the use of dashboards and DDAs.
Administer and maintain subscriber statuses as defined by the business requirements related to terminations, activations, collection, delivery and recharges.
Administer and maintain App, Web (Digital) and USSD service delivery.
Administer and monitor premium collections and recharges on the back of successful or unsuccessful premium collections.
Test changes to service delivery processes and update process documents accordingly.
Administrate, maintain and monitor purchases to manage fraud risk.
Cross skill, support and work as a team to deliver an unforgettable experience to every client and partner.
UAT testing on the App and Smart connect.
Deliver first-time-right service excellence.
Perform adhoc functions as instructed by management.
Ad-hoc reporting when required.
99% availability for customer facing service delivery interface platforms.
Make sure terminations are executed accurately and daily.
All 3rd Party Recharge Request are actioned within an hour of receiving it.
Sim Activation under 5 minutes from RICA or collection/delivery.
Stock control.
Requirements
Matric
Diploma / Degree in Accounting / Finance advantageous
4 years’ experience in providing 1st level Cellular (Mobile) customer support and a minimum of 2 years operational experience related to operational support processes.
Thorough understanding of Cellular Service Delivery processes as it related to MVNO service processes and regulatory requirements.
Experience in working with 3rd Party service providers at an Operational support level.
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