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