Senior Consultant

SUMMARY:
Our client in Telecoms sector is looking for a Senior Consultant on a contract duration of 12 months. 


Role purpose: To provide support, negotiate agreements, compile reports, maintain relationships, manage accounts, and problem resolution, to function as a specialised onestop shop philosophy to our customers.

POSITION INFO:
Key Responsibilities: Receive and analyse requests for support, determine the most appropriate solution and implement accordingly Negotiate deals with customers in accordance with policies and procedures within allocated timeframes Compile monthly reports on: Tariff Optimisation 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 centre 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 the customer administrators supported Close the loop on all customer specific support request 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 account management experience is an advantage OR Matric is essential 3-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients - essential Knowledge of Data Applications 6 months support account management experience is an advantage