Client Relations Assistant-Back Office
Responsible for ensuring a product or service meets the established standards of quality including reliability, usability and performance. Achieve defined QA standards and ensure delivery is within agreed SLA timelines.
The main duties include but are not limited to:
- Coordinates the activities required to meet these quality standards.
- Monitor and advise on the performance of the quality management system, produce data and report on performance, measuring against set standards.
- To ensure accurate provisioning of Sims and devices in accordance to the right customer product and /or promotion.
- Liaise with other stakeholders throughout the organisation to ensure that the quality management system is functioning properly. Where appropriate, advise on changes and how to implement them and provide training, tools and techniques to enable others to achieve quality standards.
- Monitor risk management activities.
- Ensure ongoing compliance with quality and company regulatory requirements.
- Process new activations, deactivations, service modifications and /or customer renewal requests following process and procedure.
- Ensure all customer paperwork is completed before creating a new account and send reminders to Account Managers or Customer Advisors for any missing documents.
- To ensure that all necessary documentation are verified, checked for readiness and credit assessment.
- Ensure that quality of data on billing system is consistent to what is requested on the customer contract.
- Conduct testing of both Be-spoke and new offers to ensure accurate provisioning of offers
- Detect any fraudulent contracts and /or activities and escalate to Fraud and Revenue assurance to ensure appropriate actions are taken
- Ensure security and maintenance of both post-paid, hybrid, pre-paid and Orange money forms in accordance to the Data Protection Act
- Do quality checks on all Orange Money forms received at back office before doing electronic archiving
Skills:
Comprehensive knowledge of:
- Computer literacy
- Business Orientation
- Customer Orientation
- Organizational skills
- Patience
- Proficient in operating Microsoft Office Suite (MS Word, MS Excel, MS PP, MS Access)
Proven skills:
- Proactive and an eye for detail
- High customer and process orientation
- Excellent interpersonal skills. A team player who generates enthusiasm andbuilds effective working relationships
- Ability to deliver successfully under pressure
- Good written and verbal communication skills
- Fluency in languages – Local Language and English
- Good communication skills
- Time Management skills
- Initiative and Pro –activity
- Conflict & Problem-Solving skills
Qualifications and Experience:
- Degree in Business related courses.
- Minimum experience: 1-year experience with implementation of corrective action programs
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com
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