Tech Officer: Customer Experience

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.

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

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

• All Relevant Disciplines Across All Service Organizations

• 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.

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

• All Relevant Disciplines Across All Service Organizations

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

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

• All Relevant Disciplines Across All Service Organizations

• Aligning customer experience strategies with business strategy

• Iteratively improve customer experience strategy based on performance data

• All Relevant Disciplines Across All Service Organizations

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

• Suggest new improvements to reconfigure business processes

• All Relevant Disciplines Across All Service Organizations

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

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

• All Relevant Disciplines Across All Service Organizations

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

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

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

• NQF 4:
  School leaving qualification:
  National Certificate (Grade 12)/ National Senior Certificate/ National (vocational) Certificate and relevant modular training

• 3 Years relevant experience

• Willing to work long hours