Open Positions at Dark Fibre Africa

Description

To ensure exceptional customer support services and maintain high customer satisfaction levels that differentiate SADV from the rest of the ISP market.

• Lead and manage the assigned team of customer service agents.
• Directly oversee the daily operations of the team.
• Ensure team members understand and follow company policies and procedures.
• Provide guidance and support to agents.
• Conduct regular performance evaluations and feedback sessions.
• Assist the training and onboarding of new team members.
• Track daily, weekly and monthly KPIs for the team.
• Prepare performance reports for the Customer Care Manager.
• Identify areas of performance for improvement and implement action plans.
• Develop and manage team schedules to ensure adequate coverage and resource efficiency.
• Handle shift changes and ensure smooth transitions between shifts.
• Manage and review overtime claims.
• Handle escalated customer inquiries and complaints.
• Resolve customer issues that are escalated by team members.
• Ensure timely and effective resolution of customer complaints.
• Work closely with other team leaders to ensure consistency and alignment in customer care.
• Collaborate with other departments to address and resolve cross-functional issues affecting customer experience.
• Support the implementation of customer service policies and training programs.
• Assist in the rollout of new policies and training initiatives.
• Ensure team members are updated with the latest procedures and best practices.
• Collect and analyse customer feedback specific to the team.
• Provide insight and recommendation to the Customer Care Manager for continuous improvement.
• Ensure effective use of CRM, ticketing, and other customer service tools within the team.
• Address any technical issues or process inefficiencies affecting the team's performance.

Requirements

• Call Centre Management Diploma is an advantage.
• 5 Years experience.
• Customer liaison experience preferably in a service-orientated environment.
• Experience in dealing with Agents.
• Broad knowledge of information systems relating to customer service.
• Manage the operations of the team end to end.
• Previous interaction with all stakeholders is an advantage.

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Description

• The Online Community Coordinator is the primary digital touchpoint between SADV and our customers across platforms such as Facebook, Instagram, X (formerly known as Twitter), LinkedIn, TikTok, and others.
• This role plays a critical part in managing real-time interactions, responding to customer queries and concerns, and providing timely support. By building positive online relationships and maintaining a consistent brand voice, the Online Community Coordinator helps drive customer satisfaction, strength brand loyalty, and support the success of SADV's digital engagement strategy.
• Customer Engagement: Monitor and respond to customer interactions across all social media platforms in a timely, professional, and empathetic manner.
• Brand Voice & Consistency: Maintain a consistent tone and brand voice in all interactions, aligned with SADV's corporate identity, values, and messaging.
• Cross-functional collaboration: work closely with marketing, sales and customer service teams to ensure alignment in communication and swift resolution of customer issues.
• Content sharing: Distribute relevant content, promotions, service updates, and campaign to keep followers informed and engaged.
• Customer Feedback Loop: Collect insight and feedback from social media interactions and share with internal teams to support and service improvements.
• Issue Resolution: Proactively resolve customer complaints and customer concerns, ensuring a positive experience and preserving brand reputation.
• Community Building: Foster a sense of community by initiating and participating in conversations, encouraging user generated content and cultivating loyal brand advocates.
• Reputation Management: Identify and manage potential risks or emerging negative sentiment through prompt engagement and escalation where necessary.
• Stakeholder Engagement: Build and maintain strong online relationships with key clients, influencers, partners and other stakeholders.
• Agency Liaison: Coordinate with external PR and marketing agencies to align on content planning, campaign execution, and promotion across social media platforms.

Requirements

Education:

• Diploma in Marketing, Communications, public Relations, digital Media, or a related field.

Experience:

• Minimum of 2 years' experience in social media management, digital customer service, or a similar role, ideally within the telecoms, technology, or consumer-facing industry

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ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Product Management & Strategy  

• Work closely with the Chief Strategy Officer on strategic projects.  
• Lead the development of business conferences to enable investment decisions 
• Represent DFA at public conferences
• Identify and fill the product gaps and generate new ideas that grow market share, improve customer experience and drive growth  
• Create buy-in for the product vision both internally and with key external partners.  
• Develop product pricing strategy based on engagement with key internal and external stakeholders.  
• Define and implement product positioning strategies.  
• Translate product strategy into detailed strategies.  
• Scope and prioritize activities based on business and customer impact.  
• Work closely with the DFA’s Technical Department to deliver timeously to the market and optimize resources.  
• Drive product launches including working with the public relations team, executives, technical department, sales and other team members.  
• Implement and evaluate promotional plans to ensure that they are consistent with the product line strategy and that the message is effectively conveyed in line with the overarching DFA strategy.  
• Act as a product evangelist internally and externally to build awareness and understanding.  
• Represent DFA by visiting customers to solicit feedback on company products and services.  
• Drive and develop promotional material for multiple products or service launches including press releases, launch materials, customer presentations and sales training materials.  
• Develop and drive competitive marketing campaigns to ensure DFA’s market share and profitability.  
• Collaborates cross-functionally on competitive selling, pricing, market development and field solutions.  
• Design and implement market research projects to assess customer attitudes to the current product range and new product introductions.  

People Management 

• On-board new staff members to ensure quickest time to performance. 
• Set meaningful performance targets for all employees and clearly outline efforts required to reach deliverables. 
• Explain how work roles contribute towards overall strategic objectives. 
• Support, coach and mentor staff. 
• Develop and agree upon standards against which to measure behaviour and performance up front. 
• Assess performance and behaviour. 
• Provide regular, constructive feedback and reinforcement regarding performance. 
• Counsel staff where behavioural problems arise. 
• Give recognition for work well done. 
• Encourage employees to adhere to company values. 
• Work with staff to create individual development plans addressing employee and business needs, encouraging employees to participate in learning opportunities. 
• Provide developmental assignments to staff based on career interests and business needs.  
• Manage team performance, promoting cohesiveness and taking corrective action where necessary. 
• Chair meetings to ensure team is updated with information required and to manage team direction and performance. 
• Retain good performers. 

Miscellaneous 

• Perform any other work-related duties and responsibilitiesthat may be assigned from time-to-time by management. 

Requirements

Competencies and Minimum Requirements:

Knowledge, qualifications and experience

• An MBA or other relevant master’s degree. 
• Minimum of 5 - 10 years' product management experience in the B2B ICT Telecommunication Sector. 
• Proven track record of managing all aspects of a successful product throughout its lifecycle.
• Proven ability to develop product and marketing strategies and effectively communicate recommendations to executive management. 
• Technical Telecom Understanding is essential.