Functional Specialist Administrator: D&I

Telkom; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications company based in South Africa seeks a Functional Specialist Administrator to provide critical support to the Customer Engagement team. The role includes managing escalations, developing management information, and assisting with financial coordination. Ideal candidates will have 5 years of experience in a high-level support environment and a relevant diploma. This is a full-time position based in Gauteng.

Qualifications

• 5 Years relevant experience in high-level support environment.
• 3 years experience dealing with sales channels, IT, ISP and customer engagement preferred.

Responsibilities

• Provide critical support to Customer Engagement Managing Executive.
• Develop management information for financial issues and performance.
• Manage inquiries and escalations related to digital sales channels.
• Coordinate finances and assist in budget preparation.

Skills

Sales Channels

IT/ISP

Business Administration

Financial Acumen

Communication

Project management

Computer Software

English Language

Customer Care

Education

NQF 6: 3 year Diploma/ National Diploma in Business

NQF 4: Grade 12

Job description

Job Details

Job number: 10028968

Job title: Functional Specialist Administrator: D&I

Job grade: S5

Group/BU: CSB

Division: Digital & Information

Span of control: 0-5

Reports to: Top Management

Core Description

Responsible to provide critical support to the Customer Engagement Managing Executive and the Senior Management team. The role will focus on enabling collaboration and alignment between various sales channels, IT/ISP and customer engagement teams. It supports the team to enable and instil a strong customer focus within the environment in alignment with the overall Consumer Business strategy.

Job Responsibilities

Generic Responsibilities (40%)

• 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, memo's 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 (60%)

• 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 the 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

• 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

Certifications

No specific certifications required.

Education

• NQF 6: 3 year Diploma/ National Diploma in Business
• OR NQF 4: Grade 12

Experience

• 5 Years relevant experience
• OR 7 years experience

Additional Information

• 3 years experience must be in a high-level support environment, preferably dealing with sales channels, and/or IT, ISP and customer engagement.

Special Requirements

• 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

• Consumer Business Exco
• Customer Engagement Management Team
• Other MEs Functional Specialists
• Relevant regional and national role players
• Customers
• Organised Labour