MWeb Vacancies 2024 Apply Here MWeb Career @www.mweb.co.za

Main Purpose of the Job:
The Sales division in Cape Town currently has vacancies for Sales Escalations Manager who, reporting to the Sales Contact Centre Manager, will act as primary interface for senior management with regards to client escalations.

The primary responsibility of the Escalation Manager is to own the management of the escalation end to end, from the time that the case is escalated to the post evaluation review. They manage the tasks and schedules required to develop, implement and produce responses to customer support issues and focus on troubleshooting and reproducing complex cases.

• Assess how the issue affects the client and identify the required steps to be taken to close that escalation.

• Work closely with the sales, customer service and technical team to assemble the chronology for the escalated case and develop and maintain tracking of the issues until it’s resolved.

• Prioritise and drive escalations to ensure visibility, progress and resolution/closure.

• Set customer expectations and drive workaround and resolution using effective communication.

• Develop a communication plan and collaborate with the required teams in managing and resolving escalations, assigning action items to the appropriate resources and ensuring thatthe relevant policies and procedures are followed to ensure corrective action is implemented.

• Interact with the relevant stakeholders to ensure that resources are available and allocated correctly to escalations.

• Review progress and status of escalations at each turnover point and provide regular status updates for all escalated issues.

• Escalate problems not resolved to senior management.

• Deliver a statement or report after closing the escalation with the client.

• Conduct reviews and close escalations after the closure criteria have been met.

• Identify and document escalation trends, conducting a post escalation review and collaborating with sales, products and process teams on product, process or fulfillment escalation trends.

• Supply regular status updates for all escalated requests and evaluate escalation performance metrics.

• Review and identify the root causes for all escalated customer service requests and use this information to improve continuously with the relevant teams

• Provides escalation training to stakeholders and refers to processes and procedures and historical experience to support learning.

• Collaborate with internal teams and 3rd Party providers to ensure an effective escalation management process, identify areas for improvement, contribute to the design of the improvements and take ownership for the deployment of improvements.
• Manage a team and ensure that employees responsible for receiving and tracking incidents are optimally allocated according to schedules and fully utilised.

• Strong negotiation and objection handling skills

• Pro-activity and initiative

• Judgment/Problem Solving skills

• Excellent customer service orientation

• Excellent telephonic etiquette, written and verbal communication skills – can influence and persuade under positive or negative circumstances. Excellent and active listener.

• Passion and knack for problem solving

• Self-management and motivated

• Experience managing, prioritizing, and categorizing a high volume of work.

• Able to meet deadlines. Time management and Time awareness skills

• Ability to effectively manage crisis situations

• Ability to effectively identify and manage a list of issues from inception to resolution

• Ability to effectively lead and work with crossfunctional teams for complaint investigation, root cause analysis, identification and implementation of corrective/preventative actions

• Ability to champion improvements and work effectively as part of a team

• Strong planning and organising skills and can manage assigned work processes.

• internal stakeholders

• Able to comprehend client issues with the ability to resolve such issues expediently.

• Sales orientation

• Team Player

• Meticulous attention to detail, remain alert while conducting repetitive research; nothing gets past you.
• Fluent in English

• Advanced computer literacy skills

• Knowledge of the ISP industry and products desirable

• Customer service experience

• Experience in Telecommunications Internet connectivity preferable

• Fluent in English

• Excellent Numerical and Verbal reasoning