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CareerPool

Fixed Broadband Lead

Overview

Orange invites candidates who wish to be part of a dynamic workforce to apply for the above position.

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

The main duties include but are not limited to:

  • Manage after-sales support and operations of fixed broadband.
  • Ensure the continuity of customer experience.
  • Provide input to Process teams for development in service channels.
  • Manage L2 support teams for technical support and billing issues.
  • Manage the Budget appropriately for the roles and responsibilities it has.
  • Examine the technical and charging support processes for new products and services from the point of customer operations.
  • 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.
  • Continual service improvement
  • Ensure operational procedures and practices are well defined, documented and consistently applied.
  • Instil 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.
  • Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
  • 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 based on a desire to become a world class managed service provider.
  • Develop a Service improvement programme to ensure continual customer satisfaction ratings.

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: 07th July 2020

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

Location

Gaborone

Company

Orange Botswana

Publication date

25.06.2020

Publication end date

17.07.2020

Other details
Match criteria
Location
  • Gaborone
Education level
  • Bachelors Degree
Industry
  • Telecom
  • Marketing
  • Sales
  • Business services
Jobs
inGaborone
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