Job Openings at HeroTel

PURPOSE OF THE ROLE:

Duties of the Administrative Assistant include providing support to our Managers and Employees, assisting in daily office needs and managing our company’s general administrative activities. Offers support to their Direct Manager not the company as a whole.

Key Performance Areas would include, but are not limited to:

• Develop and/or maintain a filing system.
• Maintain office policies and procedures (HR related activities such as loading approved leave on Sage).
• Maintain contact lists.
• Book and make travel arrangements.
• Act as the point of contact for internal and external clients.
• Answer and direct phone calls.
• Organise and schedule appointments.
• Plan meetings and take detailed minutes.
• Write and distribute email, correspondence memos, letters, faxes and forms.
• Assist in the preparation of regularly scheduled reports.
• Handle sensitive information in a confidential manner.
• Develop and update administrative systems to make them more efficient.
• Resolve administrative problems.
• Any adhoc tasks as required by their Manager (reporting, admin or personal assistant tasks).

The successful candidate must have the following experience/skills:

• Proven experience as an Administrative Assistant or Office Admin Assistant.
• Knowledge of office management systems and procedures.
• Working knowledge of office equipment, like printers and scanners.
• Proficiency in MS Office (MS Excel and MS PowerPoint).
• Excellent time management skills and the ability to prioritize work.
• Attention to detail and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to multi-task.

Education Requirements:

• Grade 12 or equivalent qualification at NQF level 4.
• Additional qualification as an Administrative Assistant or Secretary will be an advantage.

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PURPOSE OF THE ROLE: 

Sales Administrators provide support for our sales representatives, complete front line and back office administrative functions, and ensures impeccable all-around customer service.

Key Performance Areas would include, but are not limited to:

• Answering incoming sales calls.
• Assisting walk-in clients by taking them through the manual or digital onboarding process.
• Processing all online leads through the digital onboarding process, ensuring accurate information.
• Following up social media leads daily, processing them through digital onboarding.
• Checking availability of Fibre/Wireless connection prior to quotation.
• Site survey bookings for Wireless clients.
• Processing tickets for moves and relocations for Fibre/Wireless.
• Processing tickets for client switches from Wireless To Fibre.
• Booking installation dates with installation co-ordinators.
• Strictly adhering to all SOPs and other internal processes & procedures.
• Attending and assisting with marketing events where required.
• Maintaining data accuracy in orders and invoices.
• Maintaining and updating sales and customer records.
• Contacting clients to obtain missing information or answer queries.
• Communicating important feedback from customers internally to Management.
• Ensuring personal sales targets are met and report any deviations.
• Staying up-to-date with new products and features.
• Effective teamwork with all other Departments in the Regional Hub.
• Embody the highest levels of professionalism, integrity and honesty.
• Always portray the company to stakeholders in a positive manner.
• Diligently follow-through of all tasks assigned by Management.

The successful candidate must have the following experience/skills:

• Computer skills (MS Office), and experience with CRM software is an advantage.
• Excellent communication skills - verbal & written.
• Customer service skills.
• Problem-solving skills.
• Time management skills.
• General telephone etiquette.
• Product knowledge.
• Fluent in English and Afrikaans.
• Ability to work under pressure and to strict deadlines.
• Comfortable operating in a fast-changing environment.
• A team player with high level of dedication.

Education Requirements:

• Grade 12 is required.
• Approximately 1 years’ experience in General or Sales Administration.

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PURPOSE OF THE ROLE:

The Receptionist is responsible for providing a friendly, welcoming and efficient service to all internal and external customers, in line with the company’s vision and values on customer satisfaction.

Key Performance Areas would include, but are not limited to:

• Professionally answering and routing incoming telephone calls.
• Welcoming, greeting and directing customers and visitors appropriately.
• Attending to the needs of customers and visitors, to ensure a superb customer service experience.
• Maintain the busy front desk/reception area as the face of the company.
• Answer and direct phone calls to relevant departments.
• Taking and passing on all messages to the relevant parties.
• Organizing meeting rooms.
• Administrative and general support to Management.
• Handling all post and courier matters.
• File documents correctly and keep files up to date.
• Keep a neat and clean reception area by complying with procedures, rules, and regulations.

The successful candidate must have the following experience/skills:

• Minimum of 2 years Receptionist experience.
• MS Office proficiency.
• Experience in providing quality customer service.
• Reliable and focused.
• Efficient communication with the entire team.
• Shows problem solving skills.
• Able to prioritize tasks according to their importance / urgency.
• Able to manage time efficiently.
• Is well-presented and neatly dressed.
• Fluent in English and Afrikaans.
• Able to follow instructions accurately and adequately.

Education Requirements:

• Grade 12 or equivalent qualification at NQF Level 4.

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PURPOSE OF THE ROLE:

Tier 1 Helpdesk Agents provide friendly and efficient first contact support to customers through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point), and occasionally VOIP. The Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and e-mail), using Herotel’s ticketing and tracking systems. Calls that can’t be resolved are escalated appropriately. The career path for Tier 1 Helpdesk Agents within Herotel includes Helpdesk (Tier 2 Agent and Helpdesk Team Leader), NOC (Network Operations Centre), or Field Operations.

Key Performance Areas would include, but are not limited to:

First contact and first call customer support:

• Offer first call resolution support to customers via telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and and e-mail.
• Assist walk-in clients where applicable.
• Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required.
• Log requests through Herotel’s ticketing system, and update ticket status daily.
• Attempt to resolve the issue permanently on first call and on the same day, including following up and providing regular (minimum hourly, and no less than daily) feedback to customers.
• Regularly check Microsoft Teams and QContact for notices requiring callbacks.

Troubleshooting, problem solving and monitoring:

• Gather information through analytical trouble shooting or problem research to determine the nature of faults (including determining whether the fault is a is a customer side or WAN fault).
• Make use of troubleshooting tools such as tracert, ping, bandwidth test and RouteThis.
• Where the call can’t be resolved, escalate the call timeously to the correct person or team (either Tier 2 Agent or Team Leader/Team Captain or Technical, NOC or distribution teams).
• Identify trends with incoming calls, issues and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer-side faults:

• Provides basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems and VOIP).

Internal/network faults:

• Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting and escalate to NOC through ticketing system.
• Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).

Team support:

• Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
• Adhere to and contribute to internal technical documentation and knowledgebase.
• Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
• Work in a team and collaborate to improve customer support.
• Research and remain up to date with current industry and technologies and share learnings with the team.
• Become familiar with department policies and SOPs.
• Learn to use company software programmes, tools.
• Attend and participate in team MOS (management operating systems) meetings.

The successful candidate must have the following experience/skills:

• Networking, ICT and Telecommunications technology and industry knowledge.
• Proven knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches.
• Troubleshooting skills in a networking environment.
• Basic understanding of PC hardware setup and configuration advantageous.
• Layer 2 switching knowledge/ability advantageous.
• Knowledge of Mikrotik, Cambium, Ubiquiti and totolink hardware.
• Ability to work independently, including remotely (when required).
• Must be willing to work shifts, including evenings and weekends.
• Ability to work under pressure and according to specific call resolution targets.
• Microsoft Office (outlook, Teams – required, Word and Excel advantageous).
• Proficient in English (written and verbal), second language preferable.

Education Requirements:

• Grade 12 / Senior Certificate.
• N+ & A+ certification, or at least 1 year experience in an Internet Service Provider helpdesk call center or ticketing environment.
• Min 1-year of experience working with Wireless and Wi-Fi Routers.
• Additional ICT qualification advantageous).

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PURPOSE OF THE ROLE:

Provide clerical services that expedite and maintain repair and work orders and support fleet services staff to ensure accuracy, efficiency and excellent customer service.

Key Performance Areas would include, but are not limited to:

• Vehicle Procurement Requisition (VRP) for new vehicles.
• Oversee and assist with Fleet cards.
• Trackers, check vehicles logbooks/tracking up to date.
• Enure Safety Equipment such as fire extinguishers and first aid kits are issued and signed off for each vehicle.
• Ensure up to date fleet licensing & renewals.
• Ensure fleet branding according to company budget and requirements.
• Ensure service /maintenance schedules are adhered to.
• Process Insurance Claims when required.
• Ensure Weekly Violation reporting.
• Ensure Weekly K53 reporting.
• Ensure Vehicle Bookings are done as and when required.
• Daily/Weekly Monthly inspections, report damage, theft, wear and tear.
• Responsible for movement and storage of stock, and vehicles offsite.
• Submission of daily/weekly/monthly reports.

The successful candidate must have the following experience/skills:

• Knowledge of basic computer hardware.
• Knowledge of MS Word, Excel, Powerpoint, and Access software.
• Knowledge in operation of basic office equipment such as copiers, phones, and printers.
• Good written and verbal communication skills.
• Excellent customer service skills.
• Detail-oriented.
• Ability to work in a fast-paced environment.
• Ability to read and understand written work documents.
• Ability to deal with people in a professional manner in all types of situations.
• Ability to enter noise filled work area several times per day.
• Must be willing to work long hours and on weekends if and when required.
• Physically fit.

Education Requirements:

• Grade 12 or relevant qualification at NQF level 4.
• 1-2 years previous Clerical or Billing experience preferred.
• Experience in Logistics or the transport industry would be advantageous.

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PURPOSE OF THE ROLE:

The Stock Controller will be responsible for maintaining the order of stock rooms by receiving, unpacking, and inspecting merchandise as it arrives.

Key Performance Areas would include, but are not limited to:

• Receive stock from suppliers via courier, direct delivery, self.
• Check stock, book into stock system, labelling barcoding etc.
• Sort and pack store rooms.
• Issue stock to Field Operations and Fibre Technicians.
• Oversee and assist in issuing stock to Field Operations and Fibre Technicians.
• Oversee and assist in transferring issued stock to various mobile warehouses (Bakkies) in accounting system.
• Return to supplier, faulty, wrong orders, etc.
• Manage and report on write-offs, faulty, end of life, dead stock etc.
• Maintain stock system, create new items, journals etc.
• Responsible for stock takes and the reporting in terms of stock, such as count and movement reports.

The successful candidate must have the following experience/skills:

• 2 – 3 years stock room experience.
• Valid drivers license.
• Excellent written and verbal communication skills.
• Report writing experience.
• Ability to multi-task and work in a fast-paced environment.
• Experienced in the safety of merchandise.
• Intermediate Excel and Word skills.
• Accurate attention to detail, technically minded.
• Good written and verbal communication skills.
• Good customer service skills.
• Ability to work in fast-paced environment.
• Must be a team player and able to work under pressure.
• Ability to read and understand written work documents.
• Ability to deal with people in a professional manner in all types of situations.
• Ability to occasionally stand, sit, walk, bend and reach throughout the work day.

Education Requirements:

• Grade 12.

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PURPOSE OF THE ROLE:

The Head of Human Resources is responsible for leading all aspects of the employee lifecycle from a strategic, governance, compliance, and culture perspective. Reporting directly to the CEO, the incumbent works closely with the EXCO and Manco leadership team to ensure that Herotel’s Human Resources initiatives are aligned with the company’s overall strategy and goals.

Key Performance Areas would include, but are not limited to:

• HR strategy, governance, compliance, and culture
• Adherence with CEO, Board, and sub-committee requirements, that is aligned to Herotel’s shareholder policy and industry best practice.
• HR advice and support is provided to CEO and EXCO, including HR best practice.
• Develop and implement National HR strategy and plan (plan, organise, activate, control), aligned with Operational strategy and tactics.
• Serve as business champion in adhering to and supporting initiatives relating to the business values and culture.
• Implement, communicate and maintain standardised National HR policies, practices and processes.I
• Implement effective controls (including policy, training, guidelines, etc.) to ensure adherence to HR governance and compliance.
• Partner with the Learning and development department in order to drive skills upliftment.

NSO and National functions:

• Provide adequate and effective national talent management solutions for the business, as required, including: Recruitment, Employee benefits, Performance Management, Employee Relations, Compliance

Specific Outputs include:

• Provide subject matter expert advice, support and any required HR related training to the Operations team and other functional business leaders.
• Draft and be guided by Partnership Agreements in partnering with Operations and other functional teams.
• Develop and implement effective remuneration, employee benefits and wellness policy, frameworks, and programmes, in conjunction with the EXCO team.
• Job description design, job grading and maintenance of company organisational design blueprint.
• Draft succession planning frameworks for top talent.
• Manage and Lead National HR to perform at optimal levels.
• Manage national HR suppliers and outsourced services, ensuring efficiency and high levels of service.
• Provide and support effective and efficient national HR systems, including recruitment, national document library and other HR systems.
• Ensure HR administration functions are carried out timeously and accurately (e.g., payroll inputs, maintenance of employee records and documenting of processes and controls).
• Project management and oversight of HR input with regard to B-BBEE compliance programme to ensure that the programme is on track for the achievement of B-BBEE targets.
• Manage and drive Employment Equity and transformation plan and programmes.
• Professional relationship management with external stakeholders, such as the Department of Employment and Labour and service providers.
• Develop and maintain standardised HR templates and employment contracts.
• Provide HR support and advice for group companies.

Financial

Draft and manage adherence to the National Human Resources Budget.

• Reporting (accurate and on time)
• Board, EXCO and HR reporting.
• Compliance and ad hoc reporting.
• KPI and team performance reporting.
• Include Learning and development department reporting into all HR reporting.

Values, Culture and MOS (Management Operating System)

• Adhere to, support and drive behaviours that align with Herotel’s values and culture within the Human Capital team and the wider organisation through implementing any agreed upon programmes or initiatives.
• Adhere to MOS (Management Operating System) principles within HC department.
• Perform duties in accordance with the Herotel Playbook and company policies

Key Outputs

• HR strategy, governance, compliance, and culture
• Strategic HR partner to CEO and EXCO.
• National HR strategy and tactical plans.
• CEO, Board, and sub-committee requirements.
• HR Governance, Policy, Standards, and Compliance.

NSO and National functions:

• National Talent Management (employee lifecycle).
• Human Resources team leadership and performance.
• HR Systems and Administration.
• HR B-BBEE compliance and transformation programmes.
• Partner with Operations and other functions as HR advisor, and talent management subject matter expert.

Financial

• Human Resources budget development and management.

Reporting

• Board, EXCO and HR reporting.
• Compliance and ad hoc reporting.
• KPI and team performance reporting.

Values, Culture and MOS (Management Operating System)

• Act as values and culture champion with leadership team.
• Adhere to MOS (Management Operating System) principles within HR department.
• Perform duties in accordance with the Herotel Playbook.

The successful candidate must have the following knowledge, skills, and attributes:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels of the company.
• Strong analytical skills, with the ability to use data to inform HR strategy and decision-making.
• Demonstrated leadership and management skills (plan, organise, activate, control), with the ability to motivate and develop a high-performing HR team.
• Knowledge of industry best practice, including HR compliance and governance.

Qualifications and Experience:

• Bachelor’s degree in HR, Business Administration, or related field.
• 8+ years of experience in HR, with a proven track record of success in developing and implementing HR strategy and programmes.
• Experience working in a telecommunications or technology company preferred.