Tech Officer: Customer Experience at Telkom

Core Description

To track all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service and experience. To ensure success as a customer experience liaison, exhibiting in-depth knowledge of customer engagement channels and experience in Openserve. Applying customer engagement expertise resulting in excellent customer relationship management and a positive brand image. Maintain a high quality of Service to ensure Openserve meets the KPI targets and customer satisfaction expectancy and improve quality of service by performing customer queries/ complaints trend analysis.

Job Responsibilities

OUTPUT 1

• Track customer experiences across online and digital channels, and touchpoints

SUB-OUTPUTS

• Communicate desired outcomes
• Monitor progress
• Provide feedback
• Implement corrective actions

RANGE

• All Relevant Disciplines Across All Service Organizations
• Various

OUTPUT 2

• Internally collaborate with the right departments (Sales and marketing, Network/ Assurance, Fibre or Broadband and Strategy and Architecture) to
• enhance customer services and brand awareness.

SUB-OUTPUTS

• Identify inter-departmental interfaces
• Proactively build relationships
• Using all available tools of collaboration for frequent communication and internal alignment

RANGE

• All Relevant Disciplines Across All Service Organizations
• Various

OUTPUT 3

• Respond to customer queries in a timely and effective manner, via identified channels and platforms.

SUB-OUTPUTS

• Respond promptly to customer inquiries.
• Communicate with customers through various channels.
• Communicating and coordinating with colleagues as necessary.

RANGE

• All Relevant Disciplines Across All Service Organizations
• Various

OUTPUT 4

• Aligning customer experience strategies with business strategy

SUB-OUTPUTS

• Iteratively improve customer experience strategy based on performance data

RANGE

• All Relevant Disciplines Across All Service Organizations
• Various

OUTPUT 5

• Providing input to business processes, factoring or highlighting customer compliments and complaints.

SUB-OUTPUTS

• Suggest new improvements to reconfigure business processes

RANGE

• All Relevant Disciplines Across All Service Organizations
• Various

OUTPUT 6

• Improve and sustain Assurance and Fulfilment across all regions & centre through an approved customer engagement model

SUB-OUTPUTS

• Respond promptly to customer inquiries.
• Communicate with customers through various channels.
• Communicating and coordinating with colleagues as necessary.

RANGE

• All Relevant Disciplines Across All Service Organizations
• Various

Competencies

• Acting Decisively

• Demonstrating Self-Insight and Awareness
• Driving Continuous Improvement
• Controlling Costs

Core Competencies

FUNCTIONAL KNOWLEDGE

• Technical; Telkom Infrastructure; Computer Software; Telkom Products and Services

FUNCTIONAL SKILLS

• Analytical; Problem Solving; Communicating; Telephone Etiquette; Computer; Customer Servic; Interpersonal; Analytical; Organizing Techniques; Dedicated; Reliable; Accurate; Assertive; Efficient; Customer Focus

ATTITUDES/ LEADERSHIP COMPETENCIES

• Empathic; Responsible; Integrity; Diplomatic; Reliable; Accountability; Accurate; Dedicated; Proactive; Respect; Responsible; Tactful; Team Player; Quality Awareness; Reliable; Initiative; Customer Focus

Education

• NQF 4: Grade 12 and relevant modular training

Experience

• 3 Years relevant experience