Service Rep: Business Commercial at Telkom

Core Description

• Responsible for order processing, billing, and porting of all Business Commercial applications, requests and projects for voice and data services on Fixed, Mobile, Fixed Mobile Convergence and Customer Specific Solutions across Business, Corporate and Government segments.
• Manage all enquiries, billing disputes and feedback interacting with Customers, Sales, Technical, IT & Credit Management.
• Handle and enable customer contractual agreements. Ensure data integrity on all applicable systems.

Job Responsibilities

OUTPUT 1

• Processed Orders

SUB-OUTPUTS

• Receive/ analyze application/ quote/ instruction/ order/ action item or draw order pools
• Identify customer requirements
• Gather and verify information
• Distribute request
• Update/ record/ create application/ instruction/ order on relevant system
• Verify credit status/ customer status of application/ instruction/ order
• Validate/ task order
• Allocate infrastructure where required
• Schedule appointment for customer with technical division where required on Broadcasting/ temporary services
• Ensure and follow up orders at correct stages
• Log action items where required
• Upload IM with SAP Delivery note
• Submit order for delivery
• Order customer requested equipment where required on relevant systems
• Follow up on order/delivery of equipment
• Identify and follow up on opportunities
• Provide alternative where specific equipment/ stock is not available
• Provide feedback to customer
• Obtain technical network information
• Verify dismantlement date
• Verify billing data
• Dismantle temporary service where required
• File records/ attach documents
• Provide reports when required
• Assist in validating processes and procedures where required
• Assist in piloting Business Commercial and Mobile interventions
• Porting Fixed & Mobile services

RANGE

• All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
• Couriers
• Vendors and Suppliers
• Sales Channels
• Internal and External Customers
• Telkom Systems
• Support Systems

OUTPUT 2

• Activated Service

SUB-OUTPUTS

• Receive confirmation of installation of service/ delivery of equipment
• Draw order pools
• Obtain completion certificate where required
• Verify information
• Update system with relevant comment/serial number/ order number
• Create GRN
• Activate Order
• Put into Service
• Verify activation
• Provide feedback (Draft letter to Customer)
• Complete Action item
• Activate SIM and IMEI for mobile services/ devices delivered
• Forward Welcome letter to customer
• Ensure Billing
• File records/ Attach documents to system
• Provide reports when required
• Assist in validating processes and procedures where required
• Assist in piloting Business Commercial and Mobile interventions

RANGE

• All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
• Couriers
• Vendors and Suppliers
• Sales Channels
• Internal and External Customers
• Telkom Systems
• Support Systems

OUTPUT 3

• Handled Fall offs

SUB-OUTPUTS

• Receive/ analyze fall off/ fall out/ rejection/ handled delivery report
• Determine nature of support action to be provided
• Execute support actions
• Provide alternative solution where possibleProvide feedback
• Follow up with Other Line Operator
• Handle Port In's/ Out's
• Manually complete porting order where required
• Identify and assess number returns to Other Line Operators
• Provide reports when required
• Assist in validating processes and procedures where required
• Assist in piloting Business Commercial and Mobile interventions

RANGE

• All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
• Couriers
• Vendors and Suppliers
• Sales Channels
• Internal and External Customers
• Telkom Systems
• Support Systems
• Space limitation: see Comments for Output 4

Core Competencies

FUNCTIONAL KNOWLEDGE

• Products and Services Regulations; Telkom Policies & Procedures; Systems; Regulator; Computer Software; Contracts; Legal documentation

FUNCTIONAL SKILLS

• Time Management; Stress Handling Techniques; Interviewing Techniques; Decision Making; Communicating; Conflict handling; Problem solving; Computer Literacy; Business Acumen

Certifications

Education

• NQF 4: Grade 12

Experience

• 3 Years relevant experience

Additional Information

Outputs (continued)

OUTPUT 4

• Handled Enquiries

SUB-OUTPUTS

• Receive/ Analyze enquiry
• Process enquiry
• Gather the information/ requirements
• Investigate enquiry
• Negotiate with Customer for alternative service/ product
• Arrange credit if required
• Resolve disputes
• Provide feedback
• Update system
• File records/ Attach documents
• Receive/ analyze email queries
• Handle incidents/ requests and CRM cases
• Handle high level escalations
• Handle social media queries /Hello Peter queries
• Provide reports when required

RANGE

• All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
• Couriers
• Vendors and Suppliers
• Sales Channels
• Internal and External Customers
• Ad hoc requests
• ARS Cases
• Escalations

Experience:

• Experience in an order processing and customer service environment.