The Service Coordinator plays a crucial role in the management of the contract between MAST and Vodacom. This position engages various departments to coordinate service delivery at a contractual level, builds customer relationships, maintain customer satisfaction, and support the achievement of the contractual requirements in line with MAST’s business objectives.
Your responsibilities will include:
Client Management
- Execute specific Commercial Portfolios within the Anchor client.
- Manage client expectations and ensure high levels of customer satisfaction within their owned portfolio
Service Delivery Coordination and reporting
- Lead service meetings with clients
- Engage with internal teams to ensure timely and efficient service delivery and reporting
- Identify and take full ownership of service-related issues to promptly resolve
Commercial Support, Reporting and Analytics
- Lead client meetings, preparing presentations, reports, minutes and apply commercial analysis
- Source information from the NOC and other departments and report on service level agreements (SLAs) and key performance indicators (KPIs)
- Own client commercial queries, including billing, tower application process and lease renewals
- Analyse data to identify trends and areas for improvement and present these with a full plan to the client
- Engage multiple departments in the development of service improvement strategies
Project Management
- Plan and execute ad hoc commercial projects
- Coordinate resources and schedules to ensure project milestones are met
- Communicate project status to stakeholders and management
Industry Knowledge
- Stay updated on telecommunications industry trends and technologies
The ideal candidate for this role will have:
Must have technical / professional qualifications:
- Grade 12 or equivalent (Essential)
- Bachelor’s degree/ Diploma in Business Administration or related field (Essential)
- Minimum 5 years of experience in a service coordination role, preferably in the telecommunications industry,
- Strong understanding of telecommunications services and technologies
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office Suite and CRM systems
- Project management skills and experience
- Ability to work in a fast-paced environment and manage multiple priorities
Core competencies, knowledge and experience:
- Customer service orientation
- Problem-solving and analytical thinking
- Attention to detail
- Time management and organizational skills
- Teamwork and collaboration
- Strong relationship building
- Adaptability and flexibility
- Contractual / agreement management
