Job Description

ROLE PURPOSE

Nexio supports the Vodacom Indirect Channel through Desk PAM Support services servicing their Indirect Partners and Channels. The primary purpose of the role is to provide general business support to Partner Indirect and Business Channels. Some key deliverables include PAM support; SR resolution; order and billing queries; account escalations; and general customer queries, as detailed in the role requirements below.

ROLE REQUIREMENTS

• Facilitation of SRM escalations
• Assistance with executive escalations
• Provide Technical consultation
• Order monitoring and escalations
• Facilitation of general technical assistance of Fixed and Mobile PAMs
• Assist Solution Architects/PAMs with maintenance of customer entities on Siebel
• Utilize solution-capturing experience to identify and prevent erroneous partner orders
• Assist project /PAM team with order modifications/tracking
• Weekly status reporting
• Customer Experience improvement initiatives
• Manage the customer
• Giving internal and external customers advise on business
• Coordinate and manage all calls logged via
• Drive Siebel, VPP and Ignite adaptation
• Pro-active monitoring and reporting of system problems
• Active participation in system requirements
• Involvement system pre-release testing
• Case by case systems issue intervention
• Participation in system enhancement in the support of segment sales and service delivery to customers
• Systems gap analysis and reporting
• Channel behavior analysis and reporting on systems
• Assist the channel champion in SME and Indirect product and services
• Technical input in Product to market forums
• New product Testing
• Continuous System testing
• Process testing
• Product Feedback reporting

JOB SPECIFIC REQUIREMENTS

• Experience in Telecoms CRM Systems
• Comprehensive experience in Excel and other related Microsoft Office product Suite
• Experience in dealing with high volume high priority Customer accounts
• Understanding of technical concepts and the ability to communicate it as viable appealing market offerings
• Experience in solution sales and relationship management with a track record of solution selling
• Flexibility and problem handling and solving ability
• Ability to work and manage in an ambiguous and changing environment
• Ability to effectively work within a team environment

QUALIFICATIONS & EXPERIENCE

• Grade 12 (Matric) essential
• At least 1 year sales experience in sales management
• Experience of working with Siebel/Ignite advantageous
• Experience in telecommunications highly advantageous

LEADERSHIP COMPETENCY REQUIREMENTS

• Apply Analytical Thought Processes
• Equip the team by way of knowledge sharing
• Encourage collaboration
• Big Picture Solution Realisation
• Holistic Organisational Understanding

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