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Service Relationship Consultants

We are currently seeking a Service Relationship Consultants, for our client in the Telecommunications Industry, for a 6 – 12 Month Contract, based in Johannesburg.

 

Responsibilities

Service unavailability

  • Ensure escalation management processes and procedures in relation to the internal management structures
  • Ensure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
  • Problem management – identification and tracking to closure root causes for non- SLA compliant incidents
  • Ensure communication to client on impacting incident progress.

 

Service improvement

  • Complete root cause analysis assessments and ensure implementation of recommended corrective actions.
  • Communication of Root Cause Analysis to clients.
  • Coordination and management of Service Improvement Plans in line with corrective measures
  • Escalation management for internal stakeholder in relation to service optimisation and improvement.
  • Establishment and maintenance of Service Improvement plans for each customer and the execution of service improvement initiatives.

 

Customer maintenance

  • Customer name/address changes (bill to, ship to, registered office)
  • Contact management – Updating and maintenance of RICA/authorised signatories, technical contacts, single points of contact, On-site contacts.
  • Ensure customer engagement agreement and documented for Business continuity purposes

 

Service maintenance

  • Manage all non-billing impacting changes – technology, configuration changes, additional IP addresses, telephone numbers etc.
  • Manage billing impacting changes – upgrades/downgrades, site moves/migrations, terminations, renewals
  • Manage operational governance with client, including governance contacts,

Qualifications

Minimum:

  • Matric
  • Relevant Diploma
  • 3 years experience in Customer Service Management
  • 5 years experience in the Telecommunications Industry

 

Advantageous:

  • ITIL foundation certificate
  • CCNA, CCNP , CCSP , CCIE written , JNCIA , JNCIS

Salary: R176 per hour

Contract: 6/12 Months

If interested, please apply directly through LinkedIn, or email your CV to jobs@quest.co.za, remember to insert “Service Relationship Consultant” in the email subject line, for consideration.

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