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Senior Consultant: FaultManagement

Job Ref
266425
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added 19 May 2016
Expiry Date 3 Jul 2016
* There have been 6 applications to this job.
* This job has been viewed 2269 times.
Employer:
A1L Realizations

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
To conduct servicerequest and fault management within the department.
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Key Responsibilities

Resolve and respond toall Customer and Subscriber service request and fault management with pertinent information withinspecified timeframes and targets through the appropriate medium.
Analyse and conduct trendanalysis with fault management in order to identify and manage escalation requirements.
Ensure fault management communication and escalation to the relevant parties where appropriatewithin predefined procedures and timeframes.
Draft weekly or ad hoc reports and statisticsrelating to service request and fault management activities within the specialised portfolio.
Communicate with, and respond to all Contact Centres (internal and external) with respect tofault management and pertinent information associated with fault management.
Liaise withCustomers and Subscribers and internal role-players regarding new process and product integration tofacilitate problem resolution.
Provide feedback to Knowledge Management team with respectto knowledge gaps identified through Consultant contact.
Maintain and measure Service LevelAgreements with appropriate role players.
Identify areas of concern regarding the differentportfolio issues and report on unusual occurrences.
Align to Customer Care StrategicTargets e.g. to increase First Call Resolution.

BasicRequirements

3 years Call Centre experience in the Telecommunications industryis essential of which
6 months in Fault Management or Crisis management is preferred
Matric is essential

IF NOT CONTACTED WITHIN 2 WEEKS PLEASE CONSIDER YOURAPPLICATION TO BE UNSUCCESSFUL




 
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