Service Rep: Channel Support

Telkom SA; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Telkom SA is seeking a meticulous administrator to support channel partnerships. The role involves record keeping, onboarding new channels, order validation, invoicing workflows and assisting with reconciliations.

You will monitor channel emails, track opportunities and provide timely updates to management and customers. The position requires strong organizational and communication skills, the ability to manage multiple tasks, and a proactive approach to problem-solving within a telecom ICT

Qualifications

• Experience in commercial/sales admin and ICT environments preferred.
• Proven ability to handle multiple tasks with accuracy.
• Strong communication and problem-solving skills required.

Responsibilities

• Record Keeping & Administration: collate paperwork, onboard channels, verify orders, submit invoices and support reconciliations.
• Feedback & Tracking: monitor channel mailboxes, report status, follow up on orders and campaigns.
• Order Administration & Support: attend customer meetings, provide reports and handovers.

Skills

Computer Software

Documentation Mgmt

Project Management

Policies & Procedures

System Knowledge

Tracking Systems

Interpersonal

Analytical

Computer Applications

Problem Solving

Decision-making

Relationship Building

Communication

Financial Knowledge

Education

National Certificate (Grade 12)

National Senior Certificate

National (vocational) Certificate

National Diploma/Advanced Diploma

Certificate

Job description

Responsible to pro-actively interface with all relevant channels, internal departments and external customers, whilst interfacing with different channels telephonically, via email and possibly face to face. Support channel needs and requirements to expedite channel queries and requests. Ensure timely and accurate execution of all the channel support and administration processes and procedures and act as a single point of contact to resolve queries and respond to requests from channels and internal staff.

Job Responsibilities

Record Keeping & Administration

• Collate and check paperwork and customer Contracts.
• Administer and assist with channel onboarding.
• Verify and validate channel orders.
• Ensure invoice and payment files are submitted once validated to the necessary departments and or channels.
• Assist with sales reconciliations/ reports and other requirements.
• Assist with channel campaigns and commission payments.
• Support account managers.

Feedback & Tracking

• Monitor and manage channels support mailboxes and ensure resolutions.
• Obtain status of sales opportunities from channels.
• Feedback to channel management and customers daily.
• Follow up on in progress/ no order/ invalid orders/ cancelled orders and duplicates.
• Reporting on status of all Action Items.
• Follow up on win back campaigns.
• Ensure timeous delivery within set A to O timelines.
• Escalate customer care issues.

Order Administration & Support

• Customer support and attendance of customer meetings if required.
• Customer hand over/ hand over meeting.
• Provide reports.

Core Competencies

Functional Knowledge & Skills

Computer Software; Documentation Management; Project Management; Policies & Procedures; System Knowledge; Tracking Systems; Interpersonal; Analytical; Computer Applications; Problem Solving; Decision-making; Relationship Building; Communication; Financial Knowledge and Understanding

Competencies (Behaviour)

Initiative; Attention to Detail; Analytical; Adaptable; Stress Tolerance

Certifications

• None

Education

NQF 4: School leaving qualification: National Certificate (Grade 12)/ National Senior Certificate/ National (vocational) Certificate

OR NQF 6: National Diploma/ Advanced Diploma/ Certificate

Experience

OR 1 year experience

Additional Information

Experience:

• Fixed experience in either a Commercial and/or Sales Admin and/or ICT environment.

Special Requirements:

• Effective, efficient and accurate work manner.
• Excellent telephone manner and communication skills.
• Critical thinking skills and strong analytical skills
• Ability to handle multiple tasks simultaneously
• Collaboration across all areas and departments
• Must be able to meet with customers and provide support where needed.
• Must be able to be self-managing to an extent and be able to manage their environment independently.
• Must be able to create a relationship with internal stakeholder and suppliers in order to more efficiently manage the environment.