B2B Fixed and ICT Services Coordinator Job Vacancy at Tigo

JOB PURPOSE

To support the B2B service provisioning & billing management sub-unit under back office/operations to coordinate fixed and ICT services provisioning and delivery for Tigo Business while ensuring a seamless customer experience across all onboarding channels. This role reports to the B2B Service Provisioning & Billing Manager.

WE LEAD AND CONTRIBUTE.

by connecting, by owning, by delivering, by change and by vision. We live our values of trust, Passion, simplicity, integrity, and innovation.

CORE RESPONSIBILITIES.

1. Fixed and ICT Coordination

• Assess the service needs of clients/customers and connect them with the right product i.e. APN, E1/SIP Trunk etc.
• Work closely with technical counterparts to ensure B2B provisioning settings are synchronized throughout the network elements.
• Assess client issues and provide recommendations for resolution.
• Regularly audit the provisioning system to ensure contract obligations are met.
• Maintain good relationships with stakeholders and clients to retain customer base.
• Ensure each client is given the necessary services and follow up to fill ongoing service needs.
• Assess customer issues related to fixed and ICT services and provide recommendations for resolution.
• Work with the finance/billing team to ensure all provisioning and billing accounting is in place as per contractual obligations of B2B customers.
• Provide regular key reports to management & relevant stakeholders tracking performance of all agreed KPIs/SLAs.

2. Audit check and Controlling B2B Services

• Analyze data to identify areas for improvement in the B2B provisioning unit (Activation, disconnection, downgrade and upgrade).
• Perform B2B Quality Audit assessment for all segments (Sales/Products/Operations/etc.) as specified.
• Work with the technology team to ensure all change management activities adhere to company processes with minimal impact to all B2B customers.
• Ensure there is appropriate performance measurement, monitoring and timely reporting across all dependent platforms required to deliver seamless service to all our customers.
• Work with sales, marketing, product, finance, and other cross functional teams to ensure timely resolution of customer issues as per the agreed escalation matrix.
• Ensure timely and accurate reporting of root cause analysis (RCAs) to internal and relevant external stakeholders as per agreed SLAs.

3. Reporting

• Produce weekly, monthly, quarterly and annual reports to show visibility/performance of the provisioning system vs contracts.
• Any other reports as required by management in relation to fixed & ICT services provisioning, invoicing & billing.

4. Supporting Roles

• Other duties as may be assigned to drive B2B objectives aligned with the Tigo Business mission and vision.

B2B Fixed and ICT Services Coordinator Job Vacancy at Tigo

QUALIFICATION AND EXPERIENCE

• University degree in technology, engineering, business administration or related areas
• A minimum of 5 years of experience in customer operations/after sales support service.
• Understanding of telecommunications and technology operational environment.
• Proficiency with the MS Office Suite including Microsoft Word, Excel, and Power Point

CORE COMPETENCIES

• Keen attention to detail with an ability to spot errors.
• Ability to work under pressure and time constraints.
• Ability to achieve results through others.
• Strong analytical and organizational skills.
• Understanding of contract management, operational/service fulfilment issues.
• Good in written and verbal communication skills.
• Team player, ability to work with varying seniority levels, including staff, managers & external partners.
• A highly customer focused individual, motivating and driving performance in teams to deliver high standards of service and cost effectiveness.

“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices”. Only shortlisted applicants will be contacted”.