Reports To: Manager - Client Success LE and Public Sector

Division: Enterprise Business

Mission:
Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.

Description:
Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
Constant analysis of the managed customer database for revenue and debt management.
Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
Generate relevant reports as required by the business.
Analysis of customer requests for prompt resolution
Ensure end-to-end internal customer experience management.
Adequate feedback on requests is provided to requesters.
Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customer pain points and taking proactive steps to resolve the identified issues.
Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
Achieve at least an 80% score in ES Customer Satisfaction internal surveys.
Provide technical, procedural, and policy guidance as well as support to Account Partners, Customer Support Partners and other operational staff.
Education:
First Degree or equivalent in Social or Management Science discipline
Fluent in English
Experience:
3 - 7 years’ experience in an area of specialization; with experience working with others
Experience working in a medium-sized organization
Experience in a customer service environment in the telecommunications industry.
Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
Membership of Professional Customer Service/Relations associations will be an added advantage