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Temporary/Contract/Project

3 - 5 Years

First Degree

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Not Specified

• Bachelor’s Degree or equivalent in IT, business studies, or related discipline. • 3 years’ experience in customer service management, and mobile service resolution in the telecommunications or ICT sectors. • Experience in implementing/working with IT systems. • Knowledge of Mobile Fixed products. • Experienced in statistical analysis. • Proficiency in Microsoft Office suite.

2023-09-14

A Reputable Multinational Company

JOB PURPOSE:

The successful applicant shall serve as the key interface for service request or resolution management and shall be responsible for processing and resolving mobile incidents. The role reports to the Mobile Solutions Manager.

ROLE SPECIFIC REQUIREMENTS:

• Responsible for supporting all internal mobile service provisioning/resolution as well as requests escalated from the retail shops and other sales channels.


• Supports the Mobile Solutions Manager in developing operating provisioning/resolution processes and procedures to offer improved customer experience for corporate and consumer accounts.


• Works with the Mobile Solutions Team in developing a service request/resolution strategy to ensure completion of all requests within agreed timelines.


• Supports the Mobile Solutions Manager to reduce or eliminate mobile challenges, tracks and escalates all processing/system-related issues via laid down processes and procedures.


• Manages the implementation of new product propositions in the billing system.


• Ensures full compliance with telecommunications license provisions, sector regulations, and competition laws.


• Generates weekly and daily reports and updates all stakeholders. 


• Maintains effective working relationships with internal and external suppliers.


• Helps identify training needs for shop agents, and recommend appropriate training for them.

PERSON SPECIFIC REQUIREMENTS:

• Strong communication skills.


• Strong organizational skills and ability to prioritize workload.


• Possess a high degree of initiative, drive, confidence, and ability to enjoy a fast-paced work environment.


• Strong analytical and problem-solving skills.


• Professional, flexible, and team-oriented.

Accra Central

Greater Accra

No. 99 Boundary Road, East Legon