Customer Service Engineer I (iOCO0117)
Overview
We are seeking a Customer Service Engineer I to join our team and play a key role in delivering exceptional customer experiences through effective outsource partner management, operational performance, and continuous service improvement.
Requirements
- Minimum of 5 years relevant experience within Telecommunication Contact Centre Operations experience
- Matric
- 3 year relevant Diploma/Degree
- 3 year relevant Diploma/Degree in Telecommunication Industry
Responsibilities
- Drive the focus on improving the customer experience on every interaction through strong outsource partner management
- Work with outsource partner and support teams to identify and resolve all customer facing issues caused by people, process or technology
- Drive outsources partner performance and all metrics in accordance to contractual obligation
- Engage the outsource partner frequently to ensure quality of deliver meets the appropriate standard
- Communicate information in a timely, accurate and understood manner to the outsource partner
- Engage with outsource partner to formulate service improvement plans
- Track progress and improvement activities in line with agreed items included in service improvement plans
How to apply
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