Job number: 10004335
Job title: Service Rep: Openserve Commercial
Job grade: OP1
Group/ BU: Openserve
Division: Openserve
Span of control: 0
Reports to: Management
REM Functional Area: Support
Core Description
Processing of all orders received from the Wholesale Customer Care and the Wholesale Service Center including Sales Division. Accurately updating customers' information and or billing enablement for the customer account/ service after fulfilment.
Job Responsibilities
OUTPUT 1
Authorised Request For Service
SUB-OUTPUTS
Capture customer orders
Gather and verify information
Distribute request
Issue order number
Provide feedback
Provide quotation
Authorize order number/ broadcast reference
Open file
Archive information
File request
RANGE
Installation Check
Re-Instatement
Dummy Circuits (Accounting Purposes)
Cut-Overs
Feasibility studies
Workflow Management
Orders Processed
Personal Performance
Relevant business support systems
OUTPUT 2
Order Pool Management
SUB-OUTPUTS
Put into service
Hand backs
Gather and verify information
Distribute request
Update order
Make courtesy call
Update file
Hand over for checking/ further action by customer facing staff (where applicable)
Render tab account
Do filing
RANGE
Simple and complex voice and non-voice services
ISDN
Installation Check
OUTPUT 3
Arranged Account Debit/ Credit
SUB-OUTPUTS
Obtain and analyze request
Distribute request
Perform quality check
Calculate costs
Update account
Analyze temporary broadcast completion/ dissemination line form
Render account
File documents
RANGE
Voice and non-voice services
Appropriate business support systems
CBS provisioning
Workflow Management
Wholesale Customers
Orders Processed
Personal Performance
Disputes
Ad hoc requests
OUTPUT 4
Enabled Billing
SUB-OUTPUTS
Receive data
Capture manual billing
RANGE
Provisions
Facilities Related Matters
Interconnection Services Agreements
Products Of Other Operations
Products on manual billing
Manually-billed Wholesale products
OUTPUT 5
Internal Customer Liaison [WCC & WSC ] & Sales Support, Dispute Management
SUB-OUTPUTS
Update appropriate business support systems
Determine need
Process request
Distribute request
Liaise with relevant role players
Provide feedback
Update files
Do filing
RANGE
Dispute reports
Workflow Management
Customer
Enquiries
Complaints
Applications
Appropriate business support systems
Orders Processed
Personal Performance
Ad hoc requests
Core Competencies
FUNCTIONAL KNOWLEDGE
Administration; Billing Procedures; Communication; Computer Software; Legal Documentation; Problem Solving; Report Analysis
Functional Skills
Analytical; Communicating; Decision Making; Planning; Problem Solving; Time Management
ATTITUDES/ LEADERSHIP COMPETENCIES
Objective; Committed; Studious; Business Orientated; Dedicated; Accurate; Initiative; Responsible; Integrity; Confidential; Detail - Conscious; Resilient
Education
- NQF 4: Grade 12
- 3 Years relevant experience
Special Requirements
- Ability to cope under pressure
Key Stakeholders
