Customer Experience Engineer I - Partner Ops (Telecom)

iOCO Limited; Johannesburg; On-site; ZAR 420,000 - 640,000; Full time

Job summary

iOCO Limited seeks a Customer Service Engineer to drive exceptional customer experiences through effective outsource partner management and continuous service improvement. You will work with outsource partners and internal teams to identify and resolve customer-facing issues related to people, processes, and technology.

The role emphasizes managing partner performance, improving customer satisfaction, and delivering on contractual obligations, with travel between sites as needed.

Qualifications

• 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 to improve customer experience.
• Collaborate with outsource partner and support teams to resolve customer-facing issues.
• Monitor partner performance against contractual obligations and metrics.
• Engage with outsource partner to ensure quality of deliverables.
• Develop service improvement plans and track progress against them.

Skills

Telecommunication knowledge

Contact centre operations

Supervisory/management

Business analysis experience

Education

Matric

Diploma/Degree (3 years)

Job description

iOCO Limited seeks a Customer Service Engineer to drive exceptional customer experiences through effective outsource partner management and continuous service improvement. You will work with outsource partners and internal teams to identify and resolve customer-facing issues related to people, processes, and technology.

The role emphasizes managing partner performance, improving customer satisfaction, and delivering on contractual obligations, with travel between sites as needed.