Operations Support Administrator - Hillcrest at Ignition Group

Description

This position will:

• 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.
• Service delivery focused.
• Analytical.
• Solution oriented.
• Strong communication skills. 
• Results Focused.
• Customer experience focused.