Service Fulfillment Officer at U-Connect Human Resources Consulting

Purpose of the Job

• The activation scheduler deals with the day-to-day scheduling& managing of service order tickets in order to ensure that the mean-time-to-activate (MTTA) customer services as promised is satisfactorily met.
• They function as project coordinators by actively engaging&driving all service fulfillment stakeholders (including customers) towards a desired result: which is delivering service to customer in a timely and satisfactory manner.
• Activation schedulers are also responsible for effectively communicating and managing customer expectation from start-to-finish of the service fulfillment process.

Key Activities
Customer Service Activation Coordination:

• Provide excellent customer service fulfillment coordination in such a way that we can successfully activate customer services and drastically reduce refunds.
• Receive and process all FOS activation service orders from customers as sent in by I-shop, NSD, etc. via the OTRS.
• Schedules customer premises visit for E2E activation jobs with customer and contractors.
• Ensure that when appointments agreed with a customer will be missed or delayed, the customer is informed well ahead of the appointment time.
• Manage and drive all communication with customers from when an activation ticket is raised on the OTRS until when customer service is fulfilled.
• Compile weekly summary report of customer service fulfillment results (activation reports) and submit every Friday, on or before 5pm to your supervisor and other key recipients.
• Validate with customer all completed activation jobs before closing activation tickets on the OTRS.
• Receive, process & store post activation reports and customer feedback forms on the EDRMS.
• Ensure Customer satisfaction at every contact. (via phone, emails, physical interaction or other online medium)
• Follow up on unresolved complaints relating to service fulfillment amongst other customer inquiries.
• Exhibit excellent listening, questioning and communication skills when interacting with customers.
• Be articulate and concise in e-mail communication with customers.
• Adhere to telephone etiquette -- politeness, courteousness, empathy, responsiveness – with the aim of ending all conversation on a win-win note.
• Explain service fulfillment procedures to customers in a satisfactory manner. Answer questions convincingly, provide information and feedback appropriately.
• Track contractors to ensure they comply with schedules & appointments with customer and fulfill MTTA (mean time to activate) targets.
• Comply with the acceptable rules of customer engagement when communicating with customer and ensure other personnel involved in the service activation chain do same too.
• Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives in a clear and unambiguous manner.
• The use of ‘we’ and ‘them’ phrases during customer engagement is totally unacceptable. Be an ipNX ambassador when engaging customers.
• Take ownership of customer issues/inquiries and proactively escalate it to the appropriate action party only after you have concluded your engagement with the customer.
• Build sustainable & engaging relationships with customers by going the extra mile to satisfy their needs. Must be the voice of the customer for all service fulfillment related issues.
• Email and activation ticket handling accuracy
• Prompt response to emails (between 0 – 24hrs).
• Provide timely, accurate and consistent feedback on the OTRS for all activation tickets within the defined update bands
• Ensure responses are consistent with the contents of emails and OTRS data for all inquiries, complaints or feedback.

Response Time to Calls and Emails:

• Ensure prompt response to in-bound calls, especially customer calls.
• Ensure that in-bound calls are picked at the third ring.
• Must be clear, direct and not vague in your communication with customers (either by phone calls, emails or physical interaction).
• Must not engage in verbal altercations with a customer or be perceived as being rude, arrogant and passive when responding to a customer or colleagues.
• Must escalate issues they cannot handle to their supervisor in a timely, proactive manner and follow-up until resolution.
• Identify and escalate priority issues immediately they are observed.
• Must work effectively with colleagues and other customer facing unit personnel to satisfactorily manage customer escalations when they arise.
• Ensure that the number of customers that complain executives after contacting & engaging the scheduling team and not getting resolution is Zero.
• Ensure that the number of irate customers visiting I-shops due to service fulfillment issues is zero. 
• Any other duties assigned by supervisor or manager
• Attend to any other ancillary task as assigned by your line supervisor or manager.

Minimum Requirements

• HND / B.Sc in any Discipline
• Minimum Experience: 2 years experience in a contact center/front desk/customer service, and other similar roles.
• Customer Relations, Sales, Marketing, Human Relations (any other Humanity disciplines) in Telecoms, ISP or Technical Services Company.
• Familiarity with service order management systems and practices, e.g. OTRS, Self-service portals.
• Excellent computer literacy and telephone etiquette.