Service Representative – Social Media: Telkom

Company: Telkom

Location: Bellville, Western Cape, ZA

Date Posted: January 9, 2025
Job Number: 10024058
Job Grade: OP1
Group/BU: CSB
Division: CSB Operations
Reports to: Management
Functional Area: Support

Core Description:

Telkom is seeking a proactive and customer-focused Service Representative for Social Media. The successful candidate will provide exceptional customer support through a variety of multimedia channels, including Twitter, Facebook, and Telkom’s website.

The role will focus on resolving customer queries and service requests while also managing retention and sales efforts.

Key Responsibilities:

OUTPUT 1: Provided Customer Service

• Receive Customer Queries: Actively monitor social media channels and promptly receive and respond to customer inquiries.
• Identify Customer Needs: Assess and interpret the needs of customers to provide suitable solutions.
• Execute Action: Take necessary steps to address customer concerns effectively.
• Update System: Maintain accurate and up-to-date records of customer interactions in the system.
• Monitor Progress: Track the status of customer requests and ensure timely resolutions.
• Document and Track Progress: Maintain comprehensive documentation on customer interactions.
• Provide Feedback: Communicate updates and resolutions to customers and relevant internal stakeholders.

OUTPUT 2: Provided Fulfillment, Assurance, and Billing Support

• Receive Requests: Gather requests via social media channels and classify their nature.
• Determine Nature of the Request: Assess the type of assistance required (fulfillment, assurance, billing).
• Identify Resource Requirements: Determine what resources are necessary to fulfill requests.
• Monitor Progress: Keep customers informed about the status of their requests.
• Provide Feedback: Ensure customers receive timely feedback regarding their inquiries.
• Coordinate & Monitor Escalation: Identify cases that need escalation and ensure they are handled appropriately.

OUTPUT 3: Provided Information

• Receive Inquiries/Requests: Handle incoming requests for information.
• Identify Customer’s Needs: Clarify what information customers seek.
• Gather Information: Obtain relevant details from internal resources.
• Provide Feedback: Relay the information back to customers clearly and concisely.

Core Competencies:

Functional Knowledge

• In-depth knowledge of Telkom’s products and services
• Understanding of customer care principles and practices
• Familiarity with call center technologies and ICT industry standards
• Proficient in Telkom’s systems, policies, and procedures

Functional Skills

• Excellent analytical and communication skills
• Technical troubleshooting abilities
• Ability to work under stress and manage multiple tasks
• Strong problem-solving skills and effective business writing capabilities
• Proficient computer skills, including familiarity with social media platforms

Qualifications and Experience:

• Education: NQF 4 / Grade 12
• Experience: Minimum of 2 years in a relevant customer service environment
• Certifications: N+ or A+ certifications will be an advantage

Key Stakeholders:

• Internal customers and teams
• External vendors and partners

Additional Information:

• This role requires a strong dedication to customer service and the ability to work in a fast-paced environment. If you have a customer-first mindset and thrive on solving problems, we encourage you to apply.