Service Consultant at MTN

Detailed Description        
Task Complexity:
                            
Service availability

•  Ensure accurate service inventory throughout the customer operational lifecycle
•  Customer and service take-on to ensure correct service implementation.
•  Change management communication as per SLA requirements
•  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 – identification and tracking to closure root causes for non- SLA compliant incidents
•  Ensure communication to client on impacting incident progress.

Service improvement

•  Complete root cause analysis assessments and ensure implementation of recommended corrective actions.
•  Communication of Root Cause Analysis to clients.
•  Coordination and management of Service Improvement Plans in line with corrective measures
•  Escalation management for internal stakeholder in relation to service optimisation and improvement.
•  Establishment and maintenance of Service Improvement plans for each customer and the execution of service improvement initiatives.

Customer maintenance

•  Customer name/address changes (bill to, ship to, registered office)Contact management – Updating and maintenance of RICA/authorised signatories, technical contacts, single points of contact, On-site contacts.
•  Ensure customer engagement agreement and documented for Business continuity purposes

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
•  Manage operational governance with client, including governance contacts,

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 plans are in place 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
•  Internal communication and alignment of Customer expectations

Job Requirements        
Education:

•  Matric plus
•  3-year Diploma

Experience:

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

Additional Details        

• Training:
•  ITIL foundation certificate
•  Network and Product training
•  CCNA, CCNP ,  CCSP ,  CCIE written , JNCIA , JNCIS
•  Facilitation management 
•  Leadership awareness

Training:

•  ITIL foundation certificate
•  Network and Product training
•  CCNA, CCNP ,  CCSP ,  CCIE written , JNCIA , JNCIS
•  Facilitation management 
•  Leadership awareness

Creativities

•  Taking our customers’ needs and working with development teams to improve old customer facing tools.  Adding new features, etc.
•  Working with Product Management to ensure quality of products used in the solution.
•  Constructive criticism of other customer facing departments outputs to raise the overall standard of customer interaction.

How To Apply        

• Suitably qualified candidates interested in this position can submit an application by clicking on the "Apply" button and upload a comprehensive copy of their CV/Resume