Job Description

Job Summary My client is seeking a Fibre Network Support Specialist to take ownership in the resolution of all customer escalations sent to the Fibre Escalations team within the stipulated timeframes and SLAxc3xa2xe2x82xacxe2x84xa2s. Most importantly to conduct root cause analysis and manage trends by implementing process improvements throughout the business. The individual will be accountable for the end-to-end resolution of customer escalations. This is a 6-month contract. 3 years Degree/Diploma - in Engineering or IT Studies xc3xa2xe2x82xacxe2x80x9c required Minimum 3 years relevant working experience in customer care and/or retail environment is essential Minimum 3 yearsxc3xa2xe2x82xacxe2x84xa2 experience in dealing with escalated queries Understanding of CRM system functionality Telecommunication (fibre) experience will be an advantage. Manage end to end customer escalations ensuring first time resolution of all escalations and maintain optimal resolution turnaround times. Analyse customer escalations trends and identify process or system improvements. Provide root cause analysis for escalations and identify and implement improvements. Interpret and analyse management information and statistical reports related to escalations and propose action plans. Provide high quality support and service to external and internal clients, including the company Chiefxc3xa2xe2x82xacxe2x84xa2s, MExc3xa2xe2x82xacxe2x84xa2s, etc. Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLAxc3xa2xe2x82xacxe2x84xa2s. Maintain relationships with internal and external relevant role players in accordance with area dependencies. Provide feedback and recommendations to management/role players of identified trends. Continuous follow up must be implemented to ensure that the relationship is maintained. Execute and meet the outputs in accordance with strategic targets. Ensure the principals of connect, own and solve is taken into account when dealing with the query. Ability to Execute Ad-Hoc Projects whilst maintaining a high-level service delivery.

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