Responsible to provide critical support to the Customer Engagement Managing Executive and the Senior Management team. Specific focus will be on enabling collaboration and alignment between the various sales channels, IT/ ISP and customer engagement teams. Support the team to enable and instil a strong customer focus within own environment in alignment with the overall Consumer Business strategy.
RESPONSIBILITIES:
Generic Responsibilities
Develop and provide management information that includes HR & Financial issues, Resource & assets, performance, as well as commitments (SLA's)
Prepare and manage travel schedules for the ME & Senior Management
Provide high level support regarding weekly statistics, Exco Issues, Budget, logistics, workshops & meetings, office functioning, as well as tracking of Performance Management
Prepare, compile and validate documentation such as presentations, operational documentation, submissions, statistics, graphs, proposals, organograms, letters, memos and agendas
Keep minutes of management meetings and track emanating actions
Network with relevant role players via meetings and conferences, discussion forums and committees
Approve all expense requisitions in line with the division's framework
Coordinate finances, assist with budget preparation
Functional Area Responsibilities
Overall management of queries and escalations relating to digital sales channels, Retail O&O channels, IT, ISP and customer engagement
Execute high level support functions to ensure that business development, operational and office management are carried out effectively and efficiently
Ensure smooth communication between the MEs office and internal departments; demonstrating leadership to maintain credibility, trust and support with senior management staff
Meet with special interest groups or individuals on behalf of executives
Process queries received via all channels, prioritise and resolve
Handle and resolve customer enquiries
Manage ad-hoc project management work
Collaborate and work with stakeholders to deliver required service levels.
Handling of escalated queries via all channels, and resolve
Implementing up-to-date administrative standards to support high performance team
Support Customer Engagement operations to handle customer cases on ad-hoc basis.
CORE COMPETENCIES:
Functional Knowledge
Sales Channels
IT/ ISP
Business Administration
Financial Acumen
Communication
Project management
Telkom Structure
Telkom policies and processes
Computer Software
English Language
Customer Care
Facilities
Systems
Office Equipment
Protocols
ICT Industry
Consumer trends & products
Research methodology & tools
Functional Skills
Interpersonal
Analytical
Communicating
Problem Solving
Attitudes/ Leadership Competencies
Business Orientated
Diplomatic
Ethical
Goal Orientated
Responsible
Proactive
Dedicated
Accurate
Assertive
Integrity
Team player
Values
Aligned with Telkom Values
REQUIREMENTS:
Relevant 3-year diploma/ business related certificate (at least NQF level 6) and 5 Years relevant experience, of which 3 years must be in a high-level support environment, preferably dealing with sales channels, and/or IT, ISP and customer engagement or
Grade 12 (NQF level 4) and 7 years relevant experience, of which 3 years must be in a high-level support environment; preferably dealing with sales channels, and/or IT, ISP and customer engagement
SPECIAL REQUIREMENTS:
Ability to work under pressure.
Willing to work after hours.
High levels of confidentiality: maintain customer confidence and protect operations by keeping information confidential.
Integrity checking will be conducted.
Maintain professional and functional area-specific knowledge.
Smartly separate what must be done now, and what can be improved later.
Maintain calm poise in stressful situations.
Demonstrate consistently strong performance.
Seek to understand Telkom strategy, market, technology, customers and stakeholders.
Question status quo, re-conceptualise issues to discover practical solutions for hard problems.
Ability to work in fast-paced and ever-changing environment.
A self-starter, capable of acting on own initiative and proactively managing competing demands and pressures and able to multi-task effectively.
Comfortable to delegate upwards to MEs direct team in order to effectively manage workloads.
Make fast and timely decisions based on analysis and clear team goals.
Ability to make sound judgements based on a combination of observation, analysis and experience.
KEY STAKEHOLDERS (INTERNAL/EXTERNAL)
Consumer Business Exco
Customer Engagement Management Team
Other MEs Functional Specialists
Relevant regional and national role players
Customers
Organised Labour
Job Types: Full-time, Permanent
Application Deadline: 2024/08/19
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