Strategic Account Manager

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

Job summary

A telecommunications service provider in Gauteng seeks a Customer Support Specialist. The role involves providing comprehensive customer support, negotiating agreements, and generating reports. The ideal candidate must possess strong analytical, communication, and interpersonal skills, along with a Matric and relevant qualifications. A minimum of 2-5 years in telecommunications and understanding of data applications is required. This position focuses on maintaining client relationships and ensuring satisfaction.

Qualifications

• 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients is essential.
• Knowledge of Data Applications is important.
• 6 months of support experience required.

Responsibilities

• Receive and analyze customer requests to determine appropriate solutions.
• Negotiate deals with customers as per policies within timeframes.
• Compile monthly reports on tariff optimization and churn.
• Monitor performance to ensure agreements are honored.
• Build one-on-one relationships with customer administrators.

Skills

Verbal and written business skills

Analytical

Interpersonal

Decision making

Business report writing

Communication

Networking

Time Management

Planning

Administrative and organizational skills

Education

Matric

Relevant Certificate / Diploma

Job description

Job Overview

The role entails providing comprehensive support to customers, facilitating negotiation of agreements, generating reports, maintaining relationships, managing accounts, and resolving problems to function as a specialized one‑stop shop for clients.

Key Responsibilities and Decision‑Making Authority

Receive and analyze customer requests, determine the most suitable solution, and implement accordingly.

Negotiate deals with customers in accordance with policies and procedures within allocated timeframes.

Compile Monthly Reports on:

• Tariff Optimization.
• Upgrades, Churn.

Problem Solutions

Monitor the performance of all relevant parties to ensure that agreements are honoured.

Maintain all strategic targets.

Retentions (upgrades, cancellations).

Call center Service levels.

Customer Delight Index + NPAS (Net Promoter Score).

Manage all customer specific bespoke SLA's and ensure adherence.

Perform end‑to‑end support for these accounts.

Conform to ITIL Service Management Standards.

Built one‑on‑one relationships with customer administrators supported.

Close the loop on all customer specific support.

Required Skills and Qualifications

• Verbal and written business skills.
• Analytical.
• Interpersonal.
• Decision making.
• Business report writing.
• Communication.
• Networking.
• Time Management.
• Planning.
• Administrative and organizational skills.
• Must have technical / professional qualifications: Matric is essential.
• Relevant Certificate / Diploma is essential.
• 2‑5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients – essential.
• Knowledge of Data Applications.
• 6 months support.