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