Technical Officer: Customer Experience

About

Description

To track all customer engagement points, address customer queries, and identify improvements to enhance service and experience within the Openserve division. The role focuses on maintaining high service quality, meeting KPIs, ensuring customer satisfaction, and performing trend analysis on queries/complaints. The officer acts as a liaison, applying technical and product knowledge to manage customer relationships and uphold the brand image.

Responsibilities

• Track Customer Experience: Monitor experiences across all digital channels and touchpoints, provide feedback, and implement corrective actions
• Internal Collaboration: Collaborate with departments like Sales, Marketing, Network/Assurance, Fibre/Broadband, and Strategy to enhance service and brand awareness
• Query Resolution: Respond to customer queries promptly and effectively via all identified channels and platforms
• Strategy Alignment: Align customer experience strategies with overall business strategy, using data for iterative improvements
• Process Improvement: Provide input to business processes based on customer feedback (compliments/complaints) to suggest improvements
• Service Assurance: Improve and sustain service assurance and fulfilment across all regions through an approved engagement model

Qualifications

• Education: NQF Level 4: Grade 12 / National Senior Certificate / National (Vocational) Certificate, plus relevant modular training
• Experience: 3 years of relevant experience in a customer service/experience role, preferably within a technical or telecommunications environment
• Core Knowledge: Technical understanding, knowledge of Telkom infrastructure, products, and services, and computer software
• Key Skills: Analytical, problem-solving, communication (telephone etiquette), customer service, interpersonal, and organizational skills
• Attributes: Reliable, accurate, assertive, efficient, customer-focused, empathetic, proactive, and a team player
• Special Requirement: Willingness to work long hours

Application instructions:

• Reference the Job number: 10029734 in the application.