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Provisioning Agent (mobile comms) job in High Wycombe

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Job Ref:  204740108
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Buckinghamshire
City:  High Wycombe
Post Code:  HP11
Salary:  £19000 - £22000/annum
06/10/2016 03:29
This is a brand new role with a leading provider of telecommunication & mobile solutions. This role would suit candidates who have worked for mobile phone providers or fixed line service providers.

The role of the Provisioning Agent is to provide a professional, efficient and accurate service for all provisioning related enquiries and requests.

The role of a Provisioning Agent is to ensure that the company deliver an exceptional level of customer service, by going the extra mile, taking ownership and ensuring all tasks are properly resolved and completed efficiently within the appropriate SLA, leaving the customer completely satisfied that the task has been undertaken in-line with our obsession over the experience we provide to our customers.

Job Accountabilities:

Fully conversant on network pricing and tariff information
Responsible for the accurate processing of all SAP orders right first time
Responsible for effective, timely processing of credit checks and contracts
Responsible for meeting contracted service levels and internal KPI's
Responsiblefor ensuring internal systems (CRM and SAP) are regularly updated and customers keptfully informed on the progress of their order, particularly with regard to out of stock items and proactive delivery ETA's
Build relationships that can be leveraged as required to ensure newconnections, upgrades and resigns are completed within SLA
Effectively manage all orders in line with relevant third party processes and internal obligations
Liaise between Stores/the network and the customer to schedule deliveries
Effectively communicate customer requirements to networks and rest ofbusiness
Establish and set up the billing requirementsat user and company level
Production and despatch of SIMs and Welcome Pack
Effective co-ordination of porting, upgradeand new connections, and timely submission of all relevant information/documentationto incumbent service provider, to ensure a smooth transition for customers

Key Challenges in Role:
Consistently meeting response time and resolution service level targets
Effective multi-tasking
Managing customer expectations, differing contractual obligations plus both standard andbespoke processes
Managingconflicting and constantly changing priorities

Skills and Aptitudes
Committed to care about the customer experience
Excellent interpersonal skills with a 'cando' attitude
Effective time management andorganisational skills
Able to work under own initiative with ahigh level of accuracy and attention to detail
Able to demonstrate a systematic approach to problem solving, ability to make informed decisions
Able to communicate fluently both orally andin writing, can relay technical information at all levels
Able to quickly absorb new technical information and then apply and communicate it effectively
Ability towork under pressure and with time constraints
Recognising risks and escalating where necessary, in a timely manner
Working knowledge of Microsoft packages (excel, power point,word)

Job Knowledge and Experience -
Customerfocused roles, with a proven knowledge of customer service excellence
At least 12months in the Telecommunications industry, experience of mobile and fixed line telephony an advantage
Must haveworked in a customer services environment - experience of working in aProvisioning or Sales Order Processing role an advantage

A minimum of5 GCSE's grade C and above
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