18 Feb 2021

Full-Time Retention Specialist by Huge Telecom

Huge Telecom – Posted by JobdirectaSouthAfrica Staff Gauteng

Job Description

To provide an end-to-end service to all clients in respect of administration, coordinating, planning, network liaison and porting:

PROCESSING :

  • Checking all new applications for accuracy, completeness and compliance with business criteria.
  • Capturing all new applications into eBSA and submitting for approval with reference to the attachments on Hive, activating new updates accordingly.
  • Processing renewal applications in terms of the agreement between the existing customer and Huge Telecom; thereafter, capturing and attaching the information onto Hive.
  • Ensuring that the regions receive applications for national installations.
  • Working closely with all Business Unitsensuring that status updates are changed accordingly in order to proceed with installations timeously.
  • Assisting with customer queries regarding new applications and/or existing customers, in terms of credit allocations, refund requests, tariff amendments, manual invoicing requests, security deposits, change of subscriber details (migrations and inter-branch transfer.
  • Processing all cancellation requests, with reference to attachments on Hive, disconnecting of contracts and suspension of SIMs. Cancellation deferments and re-activations to be processed and loaded accordingly. Orphan call allocations to be rectified on Hive where applicable.
  •  Updating of all existing customer details and information into the database.
  • Capturing, processing and loading of New Business Partner Agreements, submitting for filing and activation of the account.
  • Accepting of original agreements, updating Hive and filing accordingly.
  • Clear The Queue (CTQ) – follow up and maintenance to be done daily.
  • DIB claw back process in terms of withheld commission payments to Business Partners
  • Order stationery (where requested).
  • Submission of expense claims and purchase order requisitions to Finance for payment process.
  • Complete requests for courier and stock write offs, if necessary.
  • Reports to be compiled on a monthly basis: Disconnections report, Cancellations report, New Business Partner List update.

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COORDINATING AND PLANNING

  • Co-ordinate maintenance & installation of all Fixed Cellular services/SOHO.
  • Submission of stock requests for Sim allocation for FCR/CUG.
  • Co-ordinate Customer Services Engineers diaries.
  • Trouble shooting / fault finding telephonically with escalation.
  • Administration – input into CRM Solution/Excel work planner.
  • Communication – In-house & external.
  • Client retention and development.
  • Relationship building with BP/Client.
  • Handle inbound activity; client calls, billing queries, orphan calls, product related faults and contract inquiries.
  • Conduct outbound activity; courtesy calls, fault resolutions and update of client account status.
  • Handle all OPS related tasks and alerts generated on the CRM System.
  • Ensure client billing is always at an optimum.
  • Ensure regular submission/update of TBM Network locking sites (MTN) to in-house Support.
  • Ensure scanning and attaching of Technicians SWO’s on HIVE is updated timeously.

·       Actioning of client cancellations from collection to removal of equipment/Sims off client account.

  • Monitor and report on HIVE activity and Qlikview alerts.

NETWORK COMMUNICATION:

  • Liaising with the Mobile Network Operators (“MNO”), (VSP, VMSA, Cell C, Telkom, MTN), as well as fixed network operators.
  • Report problem areas on the day to day queries.
  • Influx of similar, ongoing problems (eg airtime anderror messages).
  • Feedback on MNO portal queries.
  • Escalation on tickets sent and resolve within certain time frame.
  • Escalations sent to MD, provide reports on feedback received from networks (data usage).
  • Stock ordering requirements (complete all necessary forms and submit).
  • New procedures to be followed (process flow, service schedules).
  • Feedback on high usage alerts received by networks (daily alerts) inform necessary regions.
  • Back up support for porting queries as well as Pinnacle Deals received.

SYSTEM/HIVE UPDATES

  • Tariff migrations.
  • Migrations of outbound services.
  • Inter Branch contract transfers.
  • Sim swops/replacements.
  • Sim suspensions/unsuspensions.
  • Account status updates.
  • Loading of additional Outbound VAS services (texSMS, OMS, Remote maintenance, SSNS).
  • Back up support for texSMS and OMS queries.
  • Charge amendments (Monthly line access/SOHO rental etc).
  • Disconnection of Contracts and lines.
  • Write off of all Sims nationally (stolen, lost, not collected, Sim swopped).
  • Bulk Sim swops of lines in Unallocated Console.
  • Update new line details for Ported numbers.
  • Update the T, S, Z, W, and X Drives with all PUK numbers for all networks.

NATIONAL SIM CARD MANAGEMENT:

  • National control of Sim card life cycle.
  • Managing of Warehouse RT Queue.
  • National distribution of Sim cards and dongles.
  • National audits of main Sim stock accounts.
  • Introduction of Sim cards to HIVE, liaising with IT to assist.
  • Ordering of Sim cards and dongles.
  • Ordering of any in house cell phones, routers or data packages.
  • Migration of data packages.
  • Providing 3G Sim cards to all new staff and confirming the appropriate package.
  • Involvement and understanding of the internal processes pertaining to SIM movement.
  • Providing telephonic assistance to regions.

MANAGEMENT OF RT TICKETING SYSTEM (GENERAL AND WAREHOUSE):

  • Provide feedback on status of ticket (New, Stalled, Rejected).
  • Attach all relevant feedback so that a history can be tracked.
  • Meeting the timeline for resolution of tickets.

ANALYTICS / REPORTS

  • Review Zero usage reports and recommend action plans to resolve issue.
  • Review other network related and billing reports as may be deemed necessary from time to time.

PORTING:

  • Line (SIM) allocations – ensuring client account changes are correctly captured on the internal database (HIVE).
  • Conducting of all Porting Functions on Cell C Portal (BEAM) – submit and track porting requests.
  • Providing daily feedback to all Business Units on Porting Status and rejection reasons.
  • Follow up with the regions on all rejected ports.
  • Attending to Porting Tickets received within specified time frames.
  • Completing cancellation process of “Porting back” Geographic number range.
  • Providing an exceptional level of service to all BU.

REQUIREMENTS

  • Matric or equivalent with at least 1 to 2 years working experience.
  • Good command of both spoken and written English.
  • Excellent telephone manner.
  • Must possess basic administration skills.
  • Prior customer service/call centre experience.
  • Computer literacy essential (Windows, MS Word, Excel, to at least intermediate level).
  • Telecommunications experience (GSM) and PABX knowledge an advantage.

PERSONAL ATTRIBUTES

  • Ability to prioritise, multitask and work well under pressure.
  • Excellent problem solving ability.
  • Attention to detail and a methodical approach.
  • Highly motivated.
  • Service and target driven.
  • People – orientated.
  • Report writing skills.
  • Honest & reliable.
  • Team Player

Please Follow the Instruction below for a Successful Application

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Job Categories: Consultancy Jobs in South Africa. Job Types: Full-Time. Job Tags: Huge Telecom job vacancies in SA. Salaries: GHS 8,000 - 10,000. Prominent words: business, client, network, and queries.

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