KEY ROLES AND RESPONSIBILITIES
Service Delivery Administration and Monitoring
Administer, Monitor, Support, and Analyse uConnects Mobile Network Service delivery related to: -
Sim Card Collection, Delivery and Stock
Sim Card Activation, Swaps and Terminations
Real-Time product / benefit purchases, Redemptions and Recharges
uConnect's Customer Facing and Retail Agents App performance and service delivery
Recurring and Monthly Subscription Collections and service redemptions
Third Party (Tenant) configuration, Service Delivery.
Administer and Monitor Service Delivery Levels/SLA and operational relationships with 3rd Party Partners and Providers.
Review Service Delivery Administration and Maintenance service delivery processes with the view to improving End User Experience and service delivery Turnaround times.
Ensure efficient and effective processes are in place to support the business with respect to mobile Service Delivery through the use of dashboards and DDAs.
Test Changes to Service Delivery Processes and update process documents accordingly.
Deliver first-time-right service excellence
Stock Management
Administer, Monitor, and Maintain stock levels related to Mobile products and services (SIM, Welcome Packs (F2F and PARGO) and Vouchers (Retail and Airtime)).
Administer and Monitor Premium Collections and recharges on the back of successful or unsuccessful premium collections.
Customer Support and Experience
Ensure Customer Experience Agents are skilled in supporting customers with respect to Mobile Service Delivery and support.
Cross-skill, support, and work as a team to Deliver an Unforgettable experience to every client and partner.
Support and offer 3rd line support to the inbound team.
Subscriber Management
Administer and Maintain Subscriber statuses as defined by the business requirements related to Terminations, Activations, Collection, Delivery, and Recharges.
Digital Service Delivery
Administer and maintain App, Web (Digital), and USSD service Delivery.
UAT testing on the App and SmartConnect.
Fraud Risk Management
Administrate, maintain, and monitor purchases to manage fraud risk.
Ad-hoc Functions and Reporting
Perform ad-hoc functions as instructed by management.
Ad-hoc reporting when required.
Purchases and Recharges
Monitor and Manage all Customer purchases and service / Benefit / Deal Redemptions and recharges.
Track and Report on service Delivery Impacts, identify root causes and drive permanent Resolution.
Requirements
National Senior Certificate or NQF 4 equivalent
Technical qualification, A+, N+, MCSE
ITIL Foundation Certified (preferred)
Experience:
Minimum 3 years relevant experience in a similar role
Experience with diagnostic and troubleshooting, including use of remote-control tools to support remote users.
Experience in a service management and operations role and service desk environment.
Experience working with help desk/ticketing software.