Customer Experience Agent - Back Office (Pipeline)

Role Purpose

• The Back Office Customer Resolution Agent is responsible for the effective end-to-end administration, investigation, and resolution of customer service requests, queries, and escalations received from frontline customer service teams.
• The role serves as a critical support function, ensuring accurate processing, efficient case management, and timely resolution of customer-related matters.
• The incumbent will collaborate with internal departments to diagnose issues, process requests, and implement solutions while maintaining high standards of service excellence, operational efficiency, and compliance.
• The role contributes to customer satisfaction through the accurate and prompt fulfilment of requests and the resolution of complex back-office queries.

Key Accountabilities

Case & Query Management

• Manage service requests, cases, and escalations received from frontline customer service channels.
• Own and manage customer queries from receipt through to final resolution.
• Investigate customer complaints, service issues, and operational exceptions.
• Ensure timely follow-up and feedback on all assigned cases.
• Monitor case progress and proactively drive resolution within agreed service levels.
• Escalate unresolved or high-priority issues through appropriate channels.

Back Office Operations

• Process customer requests, orders, amendments, and account-related transactions accurately and efficiently.
• Perform validation and verification activities to ensure data integrity and compliance.
• Support customer account maintenance activities, including service changes, billing adjustments, and account corrections where applicable.
• Execute processes in accordance with operational procedures, service standards, and regulatory requirements.
• Ensure all customer records and case notes are accurately captured and updated within CRM and operational systems.

Resolution & Problem Solving

• Investigate root causes of recurring customer issues and recommend corrective actions.
• Resolve customer-related operational and service challenges through collaboration with internal stakeholders.
• Apply First Contact Resolution FCR principles by ensuring cases are resolved comprehensively and accurately.
• Identify process gaps and opportunities for continuous improvement.

Stakeholder Management

• Liaise with Customer Care, Commercial Operations, Billing, Technical Support, Sales, and other internal departments to facilitate resolutions.
• Provide clear and accurate updates to stakeholders regarding case progress and outcomes.
• Support frontline teams with information required to respond effectively to customers.

Service Excellence

• Deliver high-quality support that contributes to exceptional customer experiences.
• Ensure adherence to agreed service-level agreements SLAs, turnaround times, and quality standards.
• Consistently achieve operational productivity and performance targets.

Performance Expectations

• Achieve established productivity, quality, and turnaround time targets
• Maintain high levels of case resolution accuracy and compliance.
• Meet or exceed service-level agreement requirements.
• Apply First Contact Resolution FCR principles where applicable.
• Minimise repeat queries through effective investigation and resolution.
• Ensure customer-impacting issues are resolved within defined timelines.
• Contribute to continuous process improvement initiatives.

Job Knowledge

• Telecommunications industry landscape and customer service operations.
• Customer care and back-office operational processes.
• CRM systems and case management tools.
• Sound understanding of billing, statements, invoicing, and account management processes.
• Knowledge of service request management and escalation procedures.
• Microsoft Office Suite Word, Excel, Outlook, and PowerPoint.
• Data validation and quality assurance principles.
• Business communication and professional email writing.
• Service-level management and operational performance metrics.

Core Competencies

• Delivering Results and Meeting Customer Expectations
• Planning and Organising
• Deciding and Initiating Action
• Analysing and Problem Solving
• Coping with Pressures and Setbacks
• Working with People
• Relating and Networking
• Attention to Detail
• Quality Orientation
• Customer Focus
• Functional Competencies

The ideal candidate for this role will have

• Grade 12 / Matric.
• Minimum 2 years' experience in a customer solutions or back-office support environment.
• Minimum 2 years' experience within the telecommunications industry.
• Experience in customer care, case management, or service request processing.
• Proficiency in Microsoft Office applications.

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026