B2B Fixed and ICT Services Coordinator Job Opportunity at Tigo Tanzania

Location: Dar es Salaam  

Job Type: Full Time

JOB PURPOSE

To support the B2B service provisioning & billing management sub-unit under back office/operations to coordinate fixed and ICT services provisioning and delivery for Tigo Business while ensuring a seamless customer experience across all onboarding channels. This role reports to the B2B Service Provisioning & Billing Manager.

CORE RESPONSIBILITIES.

1. Fixed and ICT Coordination

• Assess the service needs of clients/customers and connect them with the right product i.e. APN, E1/SIP Trunk etc.
• Work closely with technical counterparts to ensure B2B provisioning settings are synchronized throughout the network elements.
• Assess client issues and provide recommendations for resolution.
• Regularly audit the provisioning system to ensure contract obligations are met.
• Maintain good relationships with stakeholders and clients to retain customer base.
• Ensure each client is given the necessary services and follow up to fill ongoing service needs.
• Assess customer issues related to fixed and ICT services and provide recommendations for resolution.
• Work with the finance/billing team to ensure all provisioning and billing accounting is in place as per contractual obligations of B2B customers.
• Provide regular key reports to management & relevant stakeholders tracking performance of all agreed KPIs/SLAs.

2. Audit check and Controlling B2B Services

• Analyze data to identify areas for improvement in the B2B provisioning unit (Activation, disconnection, downgrade and upgrade).
• Perform B2B Quality Audit assessment for all segments (Sales/Products/Operations/etc.) as specified.
• Work with the technology team to ensure all change management activities adhere to company processes with minimal impact to all B2B customers.
• Ensure there is appropriate performance measurement, monitoring and timely reporting across all dependent platforms required to deliver seamless service to all our customers.
• Work with sales, marketing, product, finance, and other cross functional teams to ensure timely resolution of customer issues as per the agreed escalation matrix.
• Ensure timely and accurate reporting of root cause analysis (RCAs) to internal and relevant external stakeholders as per agreed SLAs.

QUALIFICATION AND EXPERIENCE

• University degree in technology, engineering, business administration or related areas
• A minimum of 5 years of experience in customer operations/after sales support service.
• Understanding of telecommunications and technology operational environment.
• Proficiency with the MS Office Suite including Microsoft Word, Excel, and Power Point

CORE COMPETENCIES

• Keen attention to detail with an ability to spot errors.
• Ability to work under pressure and time constraints.
• Ability to achieve results through others.
• Strong analytical and organizational skills.
• Understanding of contract management, operational/service fulfilment issues.
• Good in written and verbal communication skills.
• Team player, ability to work with varying seniority levels, including staff, managers & external partners.
• A highly customer focused individual, motivating and driving performance in teams to deliver high standards of service and cost effectiveness.

The deadline for submitting the application is 06/11/2022

 CLICK HERE TO APPLY

"We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices". Only shortlisted applicants will be contacted”.

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