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Role:
Responsible for ensuring stability of the network and optimal Customer satisfaction.

Key Performance Areas

• Customer Communication 30%
• Incident Logging 20%
• Incident Handling 20%
• Trouble shooting 20%
• Teamwork 10%

Competency Requirements for Position:
Knowledge:

• Knowledge of networks in the telecommunications industry (Cisco WANs / LAN)
• Knowledge of customer service principles
• Knowledge of effective customer engagement

Skills:

• Strong written and verbal communication skills in English
• Understanding of network design
• Analytical thinker
• Customer Centricity

Behavioral:

• Customer Responsiveness
• Results driven
• Problem solving
• Attention to detail
• Stress tolerance
• Resilience
• Proactivity
• Resilience

Minimum Qualifications:

• CCNA
• ITIL

Minimum Experience:

• N/A

Other Requirements:

• Must be willing to work weekend shifts monthly
• Must be willing to work flexible shifts
• Must be willing to work night shift
• Must have own transport

Job Grade:

• C1

Key Stakeholder Relationships:
Internal:

• Sales
• Projects
• Ops
• Quality Assurance
• Carrier Relations

External:

• Suppliers
• Customers

Key Performance Areas & Indicators

KPAS
Customer Communication
Tasks

• Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner.
• Priortise Customer Centricity and utilize empathy in all communications.
• All emails to be written in appropriate business language
• Ensure "active" listening at all times when dealing with Customers

Incident Logging

• Capture detailed, accurate information of the incident, either telephonically or via email

Incident Handling

• Adhere to Standard Operating Procedures
• Follow up on all assigned tickets and ensure Customers are updated hourly
• Escalate outstanding incidents to suppliers or senior engineers for resolution
• Adhere to daily standards regarding the closing of tickets

Trouble shooting

• Diagnose the problem, identify the root cause and resolve the issue as quickly as possible

Teamwork

• Work with colleagues to achieve overall team goals
• Highlight problems and work with team to find solutions
• Take personal ownership of problems with full accountability

KPIs
Customer Communication

• Positive feedback from Customers
• Emails attended to before end of shift
• Phones answered within 3 rings
• Professional company image
• Accurate, clear understanding of the issue

Tracking Report /BI Tool

• Customer feedback
• Emails
• Monitoring by Team Leader

Incident Logging

• Ticket raised within 15 minutes of receiving the call or email

Tracking Report /BI Tool

• Tickets

Incident Handling

• Ensure compliance with ISO standards
• Timely and accurate feedback
• Incidents to be resolved with the relevant SLA
• Minimum of 10 tickets closed daily

Tracking Report /BI Tool

• Annual ISO Audit
• Tickets, emails
• SLA
• Tickets

Trouble shooting

• Adhere to Standard Operating Procedure

Tracking Report /BI Tool

• Tickets

Teamwork

• Demonstrate willingness to assist others
• Suggest solutions instead of problems
• Go the extra mile for the Customer

Tracking Report /BI Tool

• Feedback from Team Leaders & colleagues

Apply Now

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