Customer Experience Engineer I

Ioco; Johannesburg; On-site; ZAR 420,000 - 600,000; Full time

Job summary

iOCO Infrastructure Services is seeking a Customer Service Engineer to join our team in Johannesburg. The role focuses on delivering excellent customer experiences through effective outsource partner management, operational performance, and continuous service improvement.

You will drive partner performance, collaborate with internal support teams, and resolve issues affecting customer satisfaction across people, processes, and technology.

Qualifications

• Must have technical / professional qualifications.
• 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree.
• Telecommunication Industry (Essential)
• Minimum of 5 years relevant experience within Telecommunication
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge Preferred)

Responsibilities

• Drive outsource partner management and improve customer satisfaction across interactions.
• Coordinate with outsource partner and internal support teams to resolve customer-facing issues (people, processes, technology).
• Drive outsources partner performance and all metrics per contractual obligations.
• Engage the outsource partner to ensure quality of deliverables and timely communication.
• Formulate service improvement plans with the partner and track progress against agreed actions.

Skills

Customer service

Outsource partner management

Contact centre operations

Leadership

Business analysis

Education

Matric

Diploma/Degree in Telecommunication

Telecommunication Industry experience

Job description

iOCO Infrastructure Services is seeking a Customer Service Engineer to join our team in Johannesburg. The role focuses on delivering excellent customer experiences through effective outsource partner management, operational performance, and continuous service improvement.

You will drive partner performance, collaborate with internal support teams, and resolve issues affecting customer satisfaction across people, processes, and technology.