Ops Specialist: Sales Support at Telkom

Core Description

• Ensure timely and accurate execution of all the sales operations processes and procedures and act as a single point of contact to resolve queries and respond to requests from the customers, dealers and sales staff.
• To pro-actively interface with all relevant departments and possibly external partners, including management.
• To interface and interact with the Dealer or channel partners.

Job Responsibilities

OUTPUT 1

• Solved Customer/ Dealer Problems

SUB-OUTPUTS

• Gather information and determine root cause
• Identify and implement possible solutions
• Escalate customer care issues
• Provide reports for management

RANGE

• Dealer and customer related queries
• Dealer related complaints
• High level escalations

OUTPUT 2

• Registered Dealers

SUB-OUTPUTS

• Process vendor applications paper work
• File and store Dealer Agreements, annexure and vendors documents
• Coordinate interdepartmentally and within the sales operations team to ensure dealers are loaded on the various systems

RANGE

• Dealers
• WASP dealers
• Sales Channel

OUTPUT 3

• Processed Orders

SUB-OUTPUTS

• Maintain Order queues & Process orders as requested
• Coordinate interdepartmentally and with external appointed companies to ensure prompt delivery of order
• Monitor progress of order and provide clear, concise and timeouts feedback to customer and all other relevant stakeholders

RANGE

• All product related orders

OUTPUT 4

• Provided Support

SUB-OUTPUTS

• Manage and Maintain all Sales Operation IVR
• Provide admin support to Dealers & WASP business partners
• Manage and Maintain all Sales Operation Mailboxes

Provide admin support

• RANGE
• Dealers
• Customer complaints
• Dealer inbound calls
• Dealer loading of users
• Sales staff
• Management
• Dealer emails
• Systems, e.g pricing lists on SAP
• RICA Support
• Other departments

Core Competencies

FUNCTIONAL KNOWLEDGE

• Interpersonal; Analytical; Computer Applications; Problem Solving; Decision Making; Relationship Building; Communication; Telkom Processes & Procedures

FUNCTIONAL SKILLS

• Interpersonal; Analytical; Computer Applications; Problem Solving; Decision Making; Relationship Building; Communication; Customer Liaison

Certifications

• None

Education

• NQF 4: Grade 12

Experience

• 5 Years relevant experience

Additional Information

Experience:

• Commercial/ Sales admin/ experience.
• Experience in a mobile environment is a prerequisite.

Special Requirements:

• Excellent telephone manner and communication skills.
• Attention to detail.
• Effective, efficient and accurate work manner.

Special Requirements

Physical Requirements

• None