Mobile Customer Service Order Administrator

Mobile Customer Service Order Administrator

ROLE: Mobile Customer Service Order Administrator (1530)
DEPARTMENT: Mobile Operations
LOCATION: Blackfriars, London

Job Purpose

The Mobile Orders and operations support works under the direction of the Mobile orders primarily.  Supporting them in the creation and submission of hardware orders and connections for the enterprise sales team. Utilising tools such as Kingfisher, AZMOS and the networks independent ordering portal.

Job Accountabilities

Main Areas of Responsibilities:

  • Creation and implementation of orders (Vodafone, Maintel, O2, SOHO)
  • Support Mobile Contracts

1. Mobile orders logging

  • Loading the orders onto AZMOS
  • Populating the information needed for AZMOS and iTEM

2. Mobile orders ordering

  • Complete hardware orders through preferred  suppliers (Data Select, o2, Exertis)
  • Check failed orders, incomplete delivery / back orders

3. Network documentation request

  • Utilising tools such as o2 eservice, Vodafone iServe and SelfCare to compete upgrades, new connections and tariff changes (Automation Hub)
  • Service Improvement Plans (if applicable)

Any other duties as appropriate to the role.

Quantitative Information

Based on the overall account allocation for the relevant Orders team, you will be accountable for the following:-

  • Creating o2 Eservices
  • Creating and logging Vodafone connections
  • Creating and actioning relevant Kingfisher tickets
  • Mobile Managed Service
  • Working to improve service levels by maintaining SLAs
  • Logging hardware orders
  • Processing hardware orders
  • Maintaining a relationship with suppliers

Working relationships

With Manager:

Close working relationship with Mobile Orders, Mobile Contracts and Mobile Implementation teams

Other Company employees:

Regular contact with Purchasing and Sales Account Management Team

Other external contacts:

Suppliers and vendors regarding products etc

Skills and Aptitudes

Key Challenges:

  • Order implementation  and renewals and new connections
  • Maintaining  customer satisfaction through “Right first time” submissions.
  • Proactive  management of customer folders
  • Ensuring quick  turnaround for orders
  • Mobile Managed Service
  • Managing and resolving Kingfisher tickets

Experience:

  • Proven experience working in a Sales or Service environment
  • Proven track record in Microsoft Office applications
  • Experience providing outstanding customer service
  • Excellent communication skills to build relationships, manage issues through to successful completion and overcome objections
  • Working knowledge of the Communications industry

Qualifications:

  • Graduate calibre (or equivilant)

To apply, please send your CV to HRTeam@Maintel.co.uk