Junior Customer Service Manager

BitCo Telecoms; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A telecommunications company in Johannesburg is seeking a Junior Customer Service Manager to oversee customer satisfaction and manage escalations effectively. The role requires collaboration with internal teams and excellent communication skills. Candidates should have relevant experience in customer service within the ICT industry, with strong computer literacy and personal integrity. The position offers the opportunity to make a positive impact on customer relationships.

Qualifications

• 1-2 years’ experience in a customer service or customer relations role in the telecommunications or ICT industry.
• Ability to effectively manage customers.
• Must have reliable personal vehicle and smartphone.

Responsibilities

• Manage the Net Promoter Score (NPS) for the company.
• Ensure customer satisfaction with escalated services.
• Conduct incident analysis and report on incidents.

Skills

Advanced computer literacy

Intermediate proficiency in MS Excel

Excellent verbal and written communication skills

Strong time management

Education

Relevant experience and/or qualifications in ISP/ICT

Tools

MS Excel

Outlook

Word

PowerPoint

Dropbox

Job description

Junior Customer Service Manager – Job Description

Department: Customer Service

Reporting To: Head of Service Management

Location: Johannesburg

Education: Relevant experience and/or qualifications in ISP/ICT

Experience: Minimum 5 years in relevant field

Summary

The Junior Customer Service Manager is responsible for providing efficient and cost-effective service to our customers. They will work closely with the Head of Service Management to ensure optimal service operations and delivery with minimal disruptions. This role requires accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. The Junior Customer Service Manager will also collaborate with internal departments to develop customer service improvement plans when needed.

Essential Duties And Responsibilities

• Manage the Net Promoter Score (NPS) for the company
• Ensure customer satisfaction with escalated services
• Meet necessary escalation resolution times as outlined below:
• 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
• 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
• Provide Service Level Reviews as per customer agreements
• Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
• Create and implement service improvement plans for processes and procedures
• Manage customer satisfaction for top customers (SLR rating)
• Communicate service delivery updates to customers
• Manage escalations on all aspects of the customer relationship
• Utilise the management tool for service management actions and visits
• Adhere to service management policies and procedures
• Collaborate with sales teams to identify opportunities for service improvements
• Cultivate strong relationships between service management, sales, and customers
  
  

Qualifications

Qualifications and Experience Key Skills Required

1-2 years’ experience in a customer service or customer relations role in the telecommunications or ICT industry

• Advanced computer literacy
• Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
• Experience using Dropbox
  
  

Knowledge, Soft Skills & Abilities Required

• Ability to effectively manage customers
• Professional and presentable
• Excellent verbal and written communication skills
• Strong time management and response management abilities
• Must have reliable personal vehicle and smartphone
  
  

Character Traits

Integrity

Honesty, trust, and respect towards others

Accountability

Responsible and accountable for their role and responsibilities

Communication

Open communication, feedback, and information sharing

Passion

Passionate and driven to make a positive impact in the lives of others

Takes pride in their work

Empowerment

Shares knowledge and supports others for success