Tech Officer: Customer Experience

Structural Information

Job number:                     10029734

Job title:                             Technical Officer: Customer Experience

Job grade:                          OP1

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Management

REM Functional Area:    Technical

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.

Job Responsibilities

OUTPUT 1

Track customer experiences across online and digital channels, and touchpoints

SUB-OUTPUTS

Communicate desired outcomes

Monitor progress

Provide feedback

Implement corrective actions

RANGE

All Relevant Disciplines Across All Service Organizations

Various

OUTPUT 2

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.

SUB-OUTPUTS

Identify inter-departmental interfaces

Proactively build relationships

Using all available tools of collaboration for frequent communication and internal alignment

RANGE

All Relevant Disciplines Across All Service Organizations

Various

OUTPUT 3

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

SUB-OUTPUTS

Respond promptly to customer inquiries.

Communicate with customers through various channels.

Communicating and coordinating with colleagues as necessary.

RANGE

All Relevant Disciplines Across All Service Organizations

Various

OUTPUT 4

Aligning customer experience strategies with business strategy

SUB-OUTPUTS

Iteratively improve customer experience strategy based on performance data

RANGE

All Relevant Disciplines Across All Service Organizations

Various

OUTPUT 5

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

SUB-OUTPUTS

Suggest new improvements to reconfigure business processes

RANGE

All Relevant Disciplines Across All Service Organizations

Various

OUTPUT 6

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

SUB-OUTPUTS

Respond promptly to customer inquiries.

Communicate with customers through various channels.

Communicating and coordinating with colleagues as necessary.

RANGE

All Relevant Disciplines Across All Service Organizations

Various

Core Competencies

FUNCTIONAL KNOWLEDGE

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

FUNCTIONAL SKILLS

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

ATTITUDES/ LEADERSHIP COMPETENCIES

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

Certifications

Education

Experience

Additional Information

Special Requirements

Physical Requirements

Key Stakeholders