Sales Representative - Service Consultant Enterprise Business Unit at MTN

JOB DESCRIPTION
ask Complexity: 
Service availability 

• Ensure accurate service inventory throughout the customer lifecycle
• Customer and service take-on to ensure correct service implementation
• Change management pertaining to customer SLA
• Service business continuity and improvement (both from a customer and core perspective

Service unavailability

• Ensure escalation management processes and procedures in relation to the internal management structures
• Ensure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
• Problem management in identifying root causes for non SLA compliance incidents

Service improvement

• Accumulate and assess root cause analysis assessments and recommend corrective measures are in place for SLA compliance
• Coordination and project management of Service Improvement Plans in line with corrective measures
• Escalation management for internal stakeholder in relation to project completion

Customer maintenance

• Customer name/address changes (bill to, ship to, registered office)
• Proactive management of customers Mergers & acquisitions in line with Legal regulatory compliance and customer experience
• Contact management – RICA/authorised signatories, technical contacts, single points of contact, On-site contacts.
• Ensure customer engagement agreement and documented for Business continuity purposes
• Rica compliance for change in company details

Service maintenance

• Manage all non-billing impacting changes – technology, configuration changes, additional IP addresses, telephone numbers etc.
• Manage billing impacting changes – upgrades/downgrades, site moves/migrations, terminations, renewals

SLA compliance

• Analyse and understand customer agreed SLA
• Ensure implementation for mechanism for SLA compliance
• Monthly, quarterly SLA compliance reporting (as per customer engagement agreement)
• Calculate non-compliance penalties, formulate and submit for processing the penalty credit notes (if applicable)
• Ensure that  improvement plan to mitigate SLA penalties and to drive 100% compliance

Customer experience management

• Document and manage customer experience expectations (email, telephonic, written and face-to-face) engagement requirements;
• Summarise the specified turnaround times as per the SLA or customer expectation
• Implement mechanism to meet and manage customer expectation across the customer life cycle

Role Dependencies

• Accountability for the delivery of good quality service and the resultant relationship between the client and MTN Business

QUALIFICATIONS
Education:

• Matric plus 
• 3 year Degree / Diploma in Engineering / Telecommunications 

Experience:

• Minimum 3 years Customer Service Management 
• Minimum 5 years in Telecommunication industry, enterprise based  and Fixed line opco