Service Rep: Business Commercial

Structural Information

Job number:                     10025707

Job title:                             Service Rep: Business Commercial

Job grade:                          OP1

Group/ BU:                       CSB

Division:                             Telkom Business & Home Solutions

Span of control:               0

Reports to:                        Management

REM Functional Area:    Support

Core Description

Responsible for order processing, billing, and porting of all Business Commercial applications, requests and projects for voice and data services on Fixed, Mobile, Fixed Mobile Convergence and Customer Specific Solutions across Business, Corporate and Government segments. Manage all enquiries, billing disputes and feedback interacting with Customers, Sales, Technical, IT & Credit Management. Handle and enable customer contractual agreements. Ensure data integrity on all applicable systems.

Job Responsibilities

OUTPUT 1
Processed Orders
SUB-OUTPUTS
Receive/ analyze application/ quote/ instruction/ order/ action item or draw order pools
Identify customer requirements
Gather and verify information
Distribute request
Update/ record/ create application/ instruction/ order on relevant system

Verify credit status/ customer status of application/ instruction/ order
Validate/ task order
Allocate infrastructure where required
Schedule appointment for customer with technical division where required on Broadcasting/ temporary services
Ensure and follow up orders at correct stages
Log action items where required
Upload IM with SAP Delivery note
Submit order for delivery
Order customer requested equipment where required on relevant systems
Follow up on order/delivery of equipment
Identify and follow up on opportunities
Provide alternative where specific equipment/ stock is not available
Provide feedback to customer
Obtain technical network information
Verify dismantlement date
Verify billing data
Dismantle temporary service where required
File records/ attach documents
Provide reports when required
Assist in validating processes and procedures where required
Assist in piloting Business Commercial and Mobile interventions
Porting Fixed & Mobile services
RANGE

All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
Couriers
Vendors and Suppliers
Sales Channels
Internal and External Customers
Telkom Systems
Support Systems
OUTPUT 2
Activated Service
SUB-OUTPUTS
Receive confirmation of installation of service/ delivery of equipment
Draw order pools
Obtain completion certificate where required
Verify information
Update system with relevant comment/serial number/ order number
Create GRN
Activate Order
Put into Service
Verify activation
Provide feedback (Draft letter to Customer)
Complete Action item
Activate SIM and IMEI for mobile services/ devices delivered

Forward Welcome letter to customer
Ensure Billing
File records/ Attach documents to system
Provide reports when required
Assist in validating processes and procedures where required
Assist in piloting Business Commercial and Mobile interventions
RANGE
All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
Couriers
Vendors and Suppliers
Sales Channels
Internal and External Customers
Telkom Systems
Support Systems
OUTPUT 3
Handled Fall offs
SUB-OUTPUTS
Receive/ analyze fall off/ fall out/ rejection/ handled delivery report
Determine nature of support action to be provided
Execute support actions
Provide alternative solution where possibleProvide feedback
Follow up with Other Line Operator
Handle Port In's/ Out's
Manually complete porting order where required
Identify and assess number returns to Other Line Operators
Provide reports when required
Assist in validating processes and procedures where required
Assist in piloting Business Commercial and Mobile interventions
RANGE
All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
Couriers
Vendors and Suppliers
Sales Channels
Internal and External Customers
Telkom Systems
Support Systems

Space limitation: see Comments for Output 4

Core Competencies

FUNCTIONAL KNOWLEDGE
Products and Services Regulations; Telkom Policies & Procedures; Systems; Regulator; Computer Software; Contracts; Legal documentation
FUNCTIONAL SKILLS
Time Management; Stress Handling Techniques; Interviewing Techniques; Decision Making; Communicating; Conflict handling; Problem solving; Computer Literacy; Business Acumen

Certifications

Education

Experience

Additional Information

Outputs (continued)

OUTPUT 4
Handled Enquiries
SUB-OUTPUTS
Receive/ Analyze enquiry
Process enquiry

Gather the information/ requirements
Investigate enquiry
Negotiate with Customer for alternative service/ product
Arrange credit if required
Resolve disputes
Provide feedback
Update system
File records/ Attach documents
Receive/ analyze email queries
Handle incidents/ requests and CRM cases
Handle high level escalations
Handle social media queries /Hello Peter queries
Provide reports when required
RANGE
All Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and Solutions
Couriers
Vendors and Suppliers
Sales Channels
Internal and External Customers
Ad hoc requests
ARS Cases
Escalations

Experience:

• Experience in an order processing and customer service environment.

Special Requirements

Physical Requirements

Key Stakeholders