Coordinator Order Cancellation (must have Telecommunications experience)

• Manage the communication and coordination of customer cancellations, including scheduling, FNO deactivation, transportation, collection of equipment etc.
• Manage SLA process including monitoring, escalations and reporting.
• Process cancellations, returns, relocations, cancellations, credits, quotes and invoices.
• Provide additional reports on SLA breaches and how to prevent these going forward.
• Assist internal customers (contact centre agents). This could be answering a question, being available for a warm transfer, assisting a customer with a complex problem or training on processes and procedures.
•        Ensure the effective resolution of complex problems either within the team or through an escalation process.
• Ensure that all processes and documentation is complete so that the company does not pay unnecessary fees to third parties or create a poor customer experience.
• Compile and present reports to management as required.
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline.
• Keep accurate records of cancellations and schedules.

Education:

• Minimum of a 3year Diploma/Degree in commerce (Marketing/Communication) or related
• Preferred Qualification – Project Management Diploma
• Matric

• Minimum of 2 years’ experience in an area of specialisation; with experience in supervising others
• Experience working in a medium  organization