Customer Service Engineer I at iOCO Johannesburg
iOCO · Johannesburg, Gauteng
Overview
iOCO in Johannesburg is looking for a Customer Service Engineer I to manage outsource partners and improve customer experiences in a telecom contact centre environment. This fixed term role suits someone with strong partner management skills who enjoys solving customer facing problems and driving service improvements. You will work in an open plan team and travel between sites, so having your own vehicle is essential.
About the role
iOCO is seeking a Customer Service Engineer I to join their team in Johannesburg on a fixed term basis. In this role, you will be the bridge between the company and its outsource partners, making sure customers get a consistently good experience every time they interact with the business.
What you will do:
- Drive customer satisfaction by working closely with outsource partners to fix issues caused by people, processes or technology
- Manage outsource partner performance against contractual obligations and key metrics
- Engage partners regularly to maintain quality standards and ensure clear communication
- Formulate service improvement plans with partners and track progress on agreed actions
This is a hands-on role for someone who understands telecommunication contact centre operations and enjoys improving how things work. You will work in an open plan environment with a team and travel between other sites, so having your own vehicle is essential.
Requirements
- Matric (Grade 12) is essential
- A 3 year relevant Diploma or Degree is essential
- Minimum of 5 years relevant experience within Telecommunication Contact Centre Operations is essential
- Supervisory or Management experience is preferred
- Business Analyst experience and knowledge is preferred
- Telecommunication industry experience is essential
- Own vehicle is essential as travel between sites is required
Responsibilities
- Drive the focus on improving the customer experience on every interaction through strong outsource partner management
- Work with outsource partners and support teams to identify and resolve customer facing issues relating to people, processes or technology
- Drive outsource partner performance in line with all contractual obligations and metrics
- Engage the outsource partner frequently to ensure quality of delivery meets the appropriate standard
- Communicate information in a timely, accurate and understood manner to the outsource partner
- Engage with outsource partners to formulate service improvement plans
- Track progress and improvement activities in line with agreed items in service improvement plans
Job details
- Organisation
- iOCO
- Location
- Johannesburg, Gauteng
- Job type
- Contract
- Experience level
- Mid (5+ years)
- Education
- Diploma
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
This role is all about keeping customers happy by managing the partners who handle the frontline interactions. If you have worked in a telecom contact centre for at least five years and have some supervisory or business analyst experience, you are in a strong position. When you apply, highlight examples of how you have improved service or managed partner performance in the past. The job requires travel between sites, so make sure your CV shows that you have your own reliable vehicle. iOCO is an equal opportunity employer with a focus on employment equity, so feel free to mention if you belong to a previously disadvantaged group. Good luck with your application.
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