Service Rep: Business Commercial

Structural InformationJob number: 10025707Job title: Service Rep: Business CommercialJob grade: OP1Group/ BU: CSBDivision: Telkom Business & Home SolutionsSpan of control: 0Reports to: ManagementREM Functional Area: SupportCore DescriptionResponsible for order processing, billing, and porting of all Business Commercial applications, requests and projects for voice and data services on Fixed, Mobile, Fixed Mobile Convergence and Customer Specific Solutions across Business, Corporate and Government segments. Manage all enquiries, billing disputes and feedback interacting with Customers, Sales, Technical, IT & Credit Management. Handle and enable customer contractual agreements. Ensure data integrity on all applicable systems.

Job ResponsibilitiesOUTPUT 1Processed OrdersSUB-OUTPUTSReceive/ analyze application/ quote/ instruction/ order/ action item or draw order poolsIdentify customer requirementsGather and verify informationDistribute requestUpdate/ record/ create application/ instruction/ order on relevant systemVerify credit status/ customer status of application/ instruction/ orderValidate/ task orderAllocate infrastructure where requiredSchedule appointment for customer with technical division where required on Broadcasting/ temporary servicesEnsure and follow up orders at correct stagesLog action items where requiredUpload IM with SAP Delivery noteSubmit order for deliveryOrder customer requested equipment where required on relevant systemsFollow up on order/delivery of equipmentIdentify and follow up on opportunitiesProvide alternative where specific equipment/ stock is not availableProvide feedback to customerObtain technical network informationVerify dismantlement dateVerify billing dataDismantle temporary service where requiredFile records/ attach documentsProvide reports when requiredAssist in validating processes and procedures where requiredAssist in piloting Business Commercial and Mobile interventionsPorting Fixed & Mobile servicesRANGEAll Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and SolutionsCouriersVendors and SuppliersSales ChannelsInternal and External CustomersTelkom SystemsSupport SystemsOUTPUT 2Activated ServiceSUB-OUTPUTSReceive confirmation of installation of service/ delivery of equipmentDraw order poolsObtain completion certificate where requiredVerify informationUpdate system with relevant comment/serial number/ order numberCreate GRNActivate OrderPut into ServiceVerify activationProvide feedback (Draft letter to Customer)Complete Action itemActivate SIM and IMEI for mobile services/ devices deliveredForward Welcome letter to customerEnsure BillingFile records/ Attach documents to systemProvide reports when requiredAssist in validating processes and procedures where requiredAssist in piloting Business Commercial and Mobile interventionsRANGEAll Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and SolutionsCouriersVendors and SuppliersSales ChannelsInternal and External CustomersTelkom SystemsSupport SystemsOUTPUT 3Handled Fall offsSUB-OUTPUTSReceive/ analyze fall off/ fall out/ rejection/ handled delivery reportDetermine nature of support action to be providedExecute support actionsProvide alternative solution where possibleProvide feedbackFollow up with Other Line OperatorHandle Port In's/ Out'sManually complete porting order where requiredIdentify and assess number returns to Other Line OperatorsProvide reports when requiredAssist in validating processes and procedures where requiredAssist in piloting Business Commercial and Mobile interventionsRANGEAll Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and SolutionsCouriersVendors and SuppliersSales ChannelsInternal and External CustomersTelkom SystemsSupport SystemsSpace limitation:

see Comments for Output 4Core CompetenciesFUNCTIONAL KNOWLEDGEProducts and Services Regulations; Telkom Policies & Procedures; Systems; Regulator; Computer Software; Contracts; Legal documentationFunctional SkillsTime Management; Stress Handling Techniques; Interviewing Techniques; Decision Making; Communicating; Conflict handling; Problem solving; Computer Literacy; Business AcumenCertificationsEducationNQF 4:

Grade 12 Experience3 Years relevant experience Additional InformationOutputs (continued)OUTPUT 4Handled EnquiriesSUB-OUTPUTSReceive/ Analyze enquiryProcess enquiryGather the information/ requirementsInvestigate enquiryNegotiate with Customer for alternative service/ productArrange credit if requiredResolve disputesProvide feedbackUpdate systemFile records/ Attach documentsReceive/ analyze email queriesHandle incidents/ requests and CRM casesHandle high level escalationsHandle social media queries /Hello Peter queriesProvide reports when requiredRANGEAll Enterprise Commercial Fixed Line, Data, Mobile and Fixed Mobile Convergence Products, Services and SolutionsCouriersVendors and SuppliersSales ChannelsInternal and External CustomersAd hoc requestsARS CasesEscalationsExperience: Experience in an order processing and customer service environment. Special RequirementsPhysical RequirementsKey Stakeholders