Ops Specialist: Sales Support

Structural Information

Job number:                     10021095

Job title:                             Ops Specialist: Sales Support

Job grade:                          S6

Group/ BU:                       CSB

Division:                             Telkom Business & Home Solutions

Span of control:               0

Reports to:                        Management

REM Functional Area:    Support

Core Description

Ensure timely and accurate execution of all the sales operations processes and procedures and act as a single point of contact to resolve queries and respond to requests from the customers, dealers and sales staff. To pro-actively interface with all relevant departments and possibly external partners, including management. To interface and interact with the Dealer or channel partners.

Job Responsibilities

OUTPUT 1

Solved Customer/ Dealer Problems

SUB-OUTPUTS

Gather information and determine root cause

Identify and implement possible solutions

Escalate customer care issues

Provide reports for management

RANGE

Dealer and customer related queries

Dealer related complaints

High level escalations

OUTPUT 2

Registered Dealers

SUB-OUTPUTS

Process vendor applications paper work

File and store Dealer Agreements, annexure and vendors documents

Coordinate interdepartmentally and within the sales operations team to ensure dealers are loaded on the various systems

RANGE

Dealers

WASP dealers

Sales Channel

OUTPUT 3

Processed Orders

SUB-OUTPUTS

Maintain Order queues & Process orders as requested

Coordinate interdepartmentally and with external appointed companies to ensure prompt delivery of order

Monitor progress of order and provide clear, concise and timeouts feedback to customer and all other relevant stakeholders

RANGE

All product related orders

OUTPUT 4

Provided Support

SUB-OUTPUTS

Manage and Maintain all Sales Operation IVR

Provide admin support to Dealers & WASP business partners

Manage and Maintain all Sales Operation Mailboxes

Provide admin support

RANGE

Dealers

Customer complaints

Dealer inbound calls

Dealer loading of users

Sales staff

Management

Dealer emails

Systems, e.g pricing lists on SAP

RICA Support

Other departments

Core Competencies

FUNCTIONAL KNOWLEDGE

Interpersonal; Analytical; Computer Applications; Problem Solving; Decision Making; Relationship Building; Communication; Telkom Processes & Procedures

FUNCTIONAL SKILLS

Interpersonal; Analytical; Computer Applications; Problem Solving; Decision Making; Relationship Building; Communication; Customer Liaison

Certifications

Education

Experience

Additional Information

Experience:

• Commercial/ Sales admin/ experience.


• Experience in a mobile environment is a prerequisite.

Special Requirements:

• Excellent telephone manner and communication skills.


• Attention to detail.


• Effective, efficient and accurate work manner.

Special Requirements

Physical Requirements

Key Stakeholders