Customer Service Engineer I (iOCO0117)

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

We are seeking a Customer Service Engineer Ito join our team and play a key role in delivering exceptional customer experiences through effective outsource partner management, operational performance, and continuous service improvement. The successful candidate will be responsible for driving customer satisfaction across every interaction, working closely with outsource partners and internal support teams to identify and resolve customer-facing issues relating topeople, processes, and technology.

What you'll do:

• Customer Satisfaction:
  • Drive the focus on improving the customer experience on every interaction through strong outsource partner management
  • Work with outsource partner and support teams to identify and resolve all customer facing issues caused by people, process or technology that causes detraction of positive customer experience
  • Drive outsources partner performance and all metrics in accordance to contractual obligation
• Partner Management:
  • Engage the outsource partner frequently to ensure quality of deliver meets the appropriate standard
  • Communicates information in a timely, accurate and understood manner to the outsource partner
• Operational Improvement:
  • Engage with outsource partner to formulate service improvement plans
  • Track progress and improvement activities in line with agreed items included in service improvement plans

Your Expertise:

• Minimum of 5 years relevant experience within Telecommunication
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge Preferred)

Qualifications:

• Must have technical / professional qualifications:
• Matric (Essential)
• 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)

Other information applicable to the opportunity:

• Contract position
• Location: Johannesburg
• Work environment:Open plan environment in a team
• Travel:Own Vehicle Essential - Travel required between other sites

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.