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CareerPool

Fixed Broadband lead

Job description

Reporting to the Director of B2B Solutions and Fixed Broadband, the successful candidate will be responsible for leading, managing and developing the operations teams, providing pro-active first fix and post-sales support to fixed broadband customers.

The main duties include but are not limited to:

  • Manage after-sales support operations of fixed services.
  • Manage BO, Technical support, Problems with service experience in sales channels
  • Maintain Customer Experience.
  • Provide input to Process teams for development in service channels
  • Manage L2 support teams for technical support and billing issues
  • Manage the Fixed Broadband Budget
  • Examine the technical and charging support processes for new products and services from the point of customer operations
  • Observe competitive trends in the Fixed Broadband Market
  • Implement strategies to grow Fixed Broadband customer base and revenue
  • Design and deliver support and service solutions for managed Service customers.
  • Monitor the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver.
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
  • Contribute proactively to new service development
  • Work closely with ITN to ensure new customers are on-boarded with seamless handover / transition into in-life service
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
  • Set and cascade business objectives and targets to the team.
  • Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support.
  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
  • Drive a continual service improvement programme to ensure continual customer satisfaction ratings and service improvement

Requirements

Skills:

  • Good understanding of the telecommunication industry.
  • Strategic thinking.
  • Objective driven
  • Customer oriented
  • Business acumen
  • Good project management knowledge.
  • Good management and leadership skills.
  • Negotiation / Ability to influence peers.
  • Team player
  • Strong communication and presentation skills.

Qualifications and experience:

  • Degree in Sales, Marketing or Business Administration.
  • 5 years’ work experience on sales and marketing positions including at least 2 years in supervisory functions.

Closing date and application instructions

Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to:

jobsbw.obw@orange.com

The subject window on email should only contain the title of the position being applied for.

Closing date: 22nd March 2019

Kindly note, that Orange Botswana shall only correspond to short-listed candidates.

Location

Gaborone

Company

Orange Botswana

Publication date

11.03.2019

Publication end date

22.03.2019

Other details
Match criteria
Location
  • Gaborone
Education level
  • Bachelors Degree
Industry
  • Sales
  • Marketing
  • Telecom
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