Retention Specialist at Huge Telecom

To provide an end-to-end service to all clients in respect of administration, coordinating, planning, network liaison and porting:

PROCESSING :

• Checking all new applications for accuracy, completeness and compliance with business criteria.
• Capturing all new applications into eBSA and submitting for approval with reference to the attachments on Hive, activating new updates accordingly.
• Processing renewal applications in terms of the agreement between the existing customer and Huge Telecom; thereafter, capturing and attaching the information onto Hive.
• Ensuring that the regions receive applications for national installations.
• Working closely with all Business Unitsensuring that status updates are changed accordingly in order to proceed with installations timeously.
• Assisting with customer queries regarding new applications and/or existing customers, in terms of credit allocations, refund requests, tariff amendments, manual invoicing requests, security deposits, change of subscriber details (migrations and inter-branch transfer.
• Processing all cancellation requests, with reference to attachments on Hive, disconnecting of contracts and suspension of SIMs. Cancellation deferments and re-activations to be processed and loaded accordingly. Orphan call allocations to be rectified on Hive where applicable.
•  Updating of all existing customer details and information into the database.
• Capturing, processing and loading of New Business Partner Agreements, submitting for filing and activation of the account.
• Accepting of original agreements, updating Hive and filing accordingly.
• Clear The Queue (CTQ) – follow up and maintenance to be done daily.
• DIB claw back process in terms of withheld commission payments to Business Partners
• Order stationery (where requested).
• Submission of expense claims and purchase order requisitions to Finance for payment process.
• Complete requests for courier and stock write offs, if necessary.
• Reports to be compiled on a monthly basis: Disconnections report, Cancellations report, New Business Partner List update.

COORDINATING AND PLANNING

• Co-ordinate maintenance & installation of all Fixed Cellular services/SOHO.
• Submission of stock requests for Sim allocation for FCR/CUG.
• Co-ordinate Customer Services Engineers diaries.
• Trouble shooting / fault finding telephonically with escalation.
• Administration - input into CRM Solution/Excel work planner.
• Communication - In-house & external.
• Client retention and development.
• Relationship building with BP/Client.
• Handle inbound activity; client calls, billing queries, orphan calls, product related faults and contract inquiries.
• Conduct outbound activity; courtesy calls, fault resolutions and update of client account status. 
• Handle all OPS related tasks and alerts generated on the CRM System.
• Ensure client billing is always at an optimum.
• Ensure regular submission/update of TBM Network locking sites (MTN) to in-house Support.
• Ensure scanning and attaching of Technicians SWO’s on HIVE is updated timeously.

·       Actioning of client cancellations from collection to removal of equipment/Sims off client account.

• Monitor and report on HIVE activity and Qlikview alerts.

NETWORK COMMUNICATION:

• Liaising with the Mobile Network Operators (“MNO”), (VSP, VMSA, Cell C, Telkom, MTN), as well as fixed network operators.
• Report problem areas on the day to day queries.
• Influx of similar, ongoing problems (eg airtime anderror messages).
• Feedback on MNO portal queries.
• Escalation on tickets sent and resolve within certain time frame.
• Escalations sent to MD, provide reports on feedback received from networks (data usage).
• Stock ordering requirements (complete all necessary forms and submit).
• New procedures to be followed (process flow, service schedules).
• Feedback on high usage alerts received by networks (daily alerts) inform necessary regions.
• Back up support for porting queries as well as Pinnacle Deals received.

SYSTEM/HIVE UPDATES

• Tariff migrations.
• Migrations of outbound services.
• Inter Branch contract transfers.
• Sim swops/replacements.
• Sim suspensions/unsuspensions.
• Account status updates.
• Loading of additional Outbound VAS services (texSMS, OMS, Remote maintenance, SSNS).
• Back up support for texSMS and OMS queries.
• Charge amendments (Monthly line access/SOHO rental etc).
• Disconnection of Contracts and lines.
• Write off of all Sims nationally (stolen, lost, not collected, Sim swopped).
• Bulk Sim swops of lines in Unallocated Console.
• Update new line details for Ported numbers.
• Update the T, S, Z, W, and X Drives with all PUK numbers for all networks.

NATIONAL SIM CARD MANAGEMENT:

• National control of Sim card life cycle.
• Managing of Warehouse RT Queue.
• National distribution of Sim cards and dongles.
• National audits of main Sim stock accounts.
• Introduction of Sim cards to HIVE, liaising with IT to assist.
• Ordering of Sim cards and dongles.
• Ordering of any in house cell phones, routers or data packages.
• Migration of data packages.
• Providing 3G Sim cards to all new staff and confirming the appropriate package.
• Involvement and understanding of the internal processes pertaining to SIM movement.
• Providing telephonic assistance to regions.

MANAGEMENT OF RT TICKETING SYSTEM (GENERAL AND WAREHOUSE):

• Provide feedback on status of ticket (New, Stalled, Rejected). 
• Attach all relevant feedback so that a history can be tracked.
• Meeting the timeline for resolution of tickets.

ANALYTICS / REPORTS

• Review Zero usage reports and recommend action plans to resolve issue.
• Review other network related and billing reports as may be deemed necessary from time to time.

PORTING:

• Line (SIM) allocations – ensuring client account changes are correctly captured on the internal database (HIVE).
• Conducting of all Porting Functions on Cell C Portal (BEAM) – submit and track porting requests.
• Providing daily feedback to all Business Units on Porting Status and rejection reasons.
• Follow up with the regions on all rejected ports.
• Attending to Porting Tickets received within specified time frames.
• Completing cancellation process of “Porting back” Geographic number range.
• Providing an exceptional level of service to all BU.

REQUIREMENTS

• Matric or equivalent with at least 1 to 2 years working experience.
• Good command of both spoken and written English.
• Excellent telephone manner.
• Must possess basic administration skills.
• Prior customer service/call centre experience.
• Computer literacy essential (Windows, MS Word, Excel, to at least intermediate level).
• Telecommunications experience (GSM) and PABX knowledge an advantage.

PERSONAL ATTRIBUTES

• Ability to prioritise, multitask and work well under pressure.
• Excellent problem solving ability.
• Attention to detail and a methodical approach.
• Highly motivated.
• Service and target driven.
• People – orientated.
• Report writing skills.
• Honest & reliable.
• Team Player