Job Description

Operations Support Analyst within the Telecoms Industry

Up to \xc2\xa329,000

Experience working in Telecoms required.

Purpose of the Job

The primary purpose of the Operations Support Analyst is to proactively support the order journey from placement of the order on the systems to installation and payment. You will play an important role in improving our customer experience supporting the sales teams and customers with proactive and timely updates and resolution of issues during this journey. It is important for this role that whoever is taken on, has come from a telecommunications background.

You will need to accurately record all data and ensure that Finance deadlines are met for Data entry and upkeep, and as such you will ensure all processes are clearly understood and followed for efficient and smooth operations.

Role and Responsibilities:

• Ensuring Sales orders are placed accurately on the systems.
• Working with the MD to forecast sales, revenues, commissions to the business.
• Analyzing Sales orders, trends, commissions
• Ensuring job numbered orders are progressing and closed within time scale requirements.
• Monitoring and ensuring all records of commissionable Sales on internal reports on NetSuite are accurate and correct and producing reports and data when required.
• Proactively dealing with any issues raised by customers or internally regarding placed orders.
• Overseeing placed orders are acknowledged and jobs/projects are issued.
• Be the point of contact for customers through the order journey, responding to customer change requests and request for support within agreed KPIs.
• Drive projects to closure and installation, engaging help, and support where necessary and escalating appropriately.
• Effective resolution of Billing issues with customers
• Monitoring job progression on the systems and escalating orders to ensure customer lead time are met.
• Be able to escalate effectively to the back office for customer issues and complaints.
• Support Field and Desk Managers and assist sales in achieving all Sales targets.
• Reducing the escalation of complaint cases by engaging with the Field and Desk Managers
• Identify breakdowns or non-conformity to processes and implement solutions to ensure processes are clearly understood and followed.
• Preparing Sales Log and working with the Managing Director to streamline issues with Sales Log and Schedule 5 reconciliation.
• Cease requests for CLOUD VOICE / SIP, Legacy Services. Requests for cease of residual services to assist in availing new sales.
• Raising and follow up CRQs and IMPs.
• Carrying out other duties as requested by the team on a business need basis.
• Conform to all operational processes or compliance requirements.
• Ensuring the highest standard of professional conduct and service both to customers and colleagues
• Any additional support work required by the business.

• Evidence of achieving excellent customer satisfaction.
• Experience and enjoyment of ensuring process is followed through to completion in a sales driven/target environment.
• Significant experience in handling customer service complaints & disappointed customers on the phone
• Experience of maintaining accurate data and able to produce and analyze reports.
• Evidence of being able to recognize sales opportunities.
• Can demonstrate ability to handle high workloads and prioritize tasks.
• Highly proficient in Word, PowerPoint, Excel, Outlook, and CRM systems
• Proven ability to meet deadlines set by the business.

Interaction Recruitment