Service Rep: Channel Support

Structural Information

Job number:                     10031704

Job title:                        Service Rep: Channel Support

Job grade:                          OP1

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Ops Management

REM Functional Area:    Support

Core Description

Responsible to pro-actively interface with all relevant channels, internal departments and external customers, whilst interfacing with different channels telephonically, via email and possibly face to face. Support channel needs and requirements to expedite channel queries and requests. Ensure timely and accurate execution of all the channel support and administration processes and procedures and act as a single point of contact to resolve queries and respond to requests from channels and internal staff.

Job Responsibilities

Record Keeping & Administration

• Collate and check paperwork and customer Contracts.
• Administer and assist with channel onboarding.
• Verify and validate channel orders.
• Ensure invoice and payment files are submitted once validated to the necessary departments and or channels.
• Assist with sales reconciliations/ reports and other requirements.
• Maintain channel sales records.
• Assist with channel campaigns and commission payments.
• Support account managers.

Feedback & Tracking

• Monitor and manage channels support mailboxes and ensure resolutions.
• Obtain status of sales opportunities from channels.
• Feedback to channel management and customers daily.
• Follow up on in progress/ no order/ invalid orders/ cancelled orders and duplicates.
• Reporting on status of all Action Items.
• Follow up on win back campaigns.
• Ensure timeous delivery within set A to O timelines.
• Escalate customer care issues.

Order Administration & Support

• Customer support and attendance of customer meetings if required.
• Customer hand over/ hand over meeting.
• Provide reports.

Core Competencies

Functional Knowledge & Skills
Computer Software; Documentation Management; Project Management; Policies & Procedures; System Knowledge; Tracking Systems; Interpersonal; Analytical; Computer Applications; Problem Solving; Decision-making; Relationship Building; Communication; Financial Knowledge and Understanding 

Competencies (Behaviour)
Initiative; Attention to Detail; Analytical; Adaptable; Stress Tolerance  

Certifications

Education

Experience

Additional Information

Experience:

• Fixed experience in either a Commercial and/or Sales Admin and/or ICT environment.

Special Requirements:

• Effective, efficient and accurate work manner.
• Excellent telephone manner and communication skills.
• Critical thinking skills and strong analytical skills
• Ability to handle multiple tasks simultaneously
• Collaboration across all areas and departments 
• Must be able to meet with customers and provide support where needed.
• Must be able to be self-managing to an extent and be able to manage their environment independently.
• Must be able to create a relationship with internal stakeholder and suppliers in order to more efficiently manage the environment.

Special Requirements

Physical Requirements

Key Stakeholders