Administrator: Customer Operations

 

Role Purpose

Responsible for driving the administration tasks in various IT Systems as well as stakeholder engagement across all levels to resolve the Customer request within a specified turnaround time.

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Role Description

Customer 1st

Taking ownership of customer matters, running with them and ensuring they are executed to our company promise and closing the matter at the source i.e. customer, internal customer etc. Putting the customer at the core of what we do. Listening, understanding and acting on customers need or requirement. Reliability, accuracy collaboration and balance, achievement and celebration. Handling customer calls, ensure calls answered within 3 rings.

Order capturing in IT Systems

Handle customer queries in WIP on a daily basis. Engage with various stakeholders to work on resolution according to the defined time frame and company processes and expectations. Accurately input correct information to ensure that the query raised is managed from a system perspective, and that the query gets resolved.

Resolution Methodology on Customer Query

Identify the root cause of the customer case raised. Determine the action plan needed to resolve the case. Engage with relevant business units if needed to obtain necessary approvals to resolve the ticket. Track and drive end-to-end closure of customer ticket. Close SNOW tickets once resolved. Process improvement and implementation.

Data Integrity/NPS Survey

Responsible for updating customer details in the various IT Systems. Assist in accuracy of customer details used during NPS/Customer satisfaction surveys. Engage with various stakeholders across all levels on resolution of customers queries according to the defined time frame and company processes and expectations. Track NPS survey feedback and take necessary steps to resolve any queries and mitigate the same issue going forward.

Personal Development

LITSA product and solution training. Understanding of LITSA Policies and Processes. Customer Empathy & Etiquette. Constant training on systems across ALL business units.

Diploma / Higher National Diploma / or Equivalent Essential

1 – 2 Years Administration/ Data Capturer / Customer Service Essential

Understanding of the telecoms industry Desirable

Understanding of Salesforce/Cloud Sense Desirable

All Appointments are subject to the Labour Legislation in the respective country.

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