Fixed Broadband Lead – Orange Botswana

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.