Company Description

PrimeNet is a technology business that focuses on building end-to-end solutions for under-served sectors across the SADC region. With a sector-agnostic approach, PrimeNet aims to enhance efficiency, affordability, and inclusiveness in various industries. From software development to payment solutions, we strive to create comprehensive and innovative technology solutions.

Role Description

Reporting to The Head of Operations- The Service Operations Specialist plays a crucial role in ensuring the smooth and efficient delivery of services to clients. They are responsible for overseeing various operational aspects to ensure high-quality service delivery and client satisfaction. This role requires a combination of operational expertise, customer service skills, and attention to detail.

Responsibilities

1. Service Delivery: Coordinate and monitor service delivery processes to ensure timely and accurate execution of tasks according to client requirements and service level agreements (SLAs).
2. Process Improvement: Identify opportunities for process optimization and efficiency enhancements within service delivery operations. Collaborate with cross-functional teams to implement improvements and streamline workflows.
3. Client Communication: Serve as a primary point of contact for clients regarding service delivery inquiries, escalations, and updates. Maintain regular communication to address client concerns and ensure expectations are met.
4. Quality Assurance: Conduct quality checks and audits to uphold service and product quality standards and compliance with internal policies and procedures. Take corrective actions as needed to address deficiencies and maintain service excellence.
5. Issue Resolution: Investigate and resolve service-related issues or discrepancies in a timely manner. Work closely with internal teams and stakeholders to identify root causes and implement corrective measures to prevent recurrence.
6. Documentation and Reporting: Maintain accurate records of service delivery activities, including client interactions, service requests, and operational metrics. Generate reports and analysis to track key performance indicators (KPIs) and provide insights for decision-making.
7. Training and Support: Provide training and support to team members involved in service delivery operations and account management. Ensure staff are equipped with the necessary knowledge and skills to perform their roles effectively.
8. Pre-sales Support: Support Sales Team in upselling PrimeNet solutions and carrying out needs assessment of the customer and identify suitable solution

Requirements

• Bachelors degree in IT related field.
• Proven experience in service delivery, operations management and Project management.
• Strong organizational and multitasking abilities.
• Strong system and desktop management troubleshooting skills.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
• Analytical mindset with proficiency in data analysis and reporting.
• Problem-solving skills and the ability to work well under pressure in a fast-paced environment.
• Knowledge of relevant software tools and systems for service management and reporting (e.g.CRM, ticketing systems, Microsoft Office suite).
• Certification in project management or service management (ITIL, Prince2 or other Project management related certifications)
• Knowledge of server management and networking is an added advantage
• Strong analytical skills, with the ability to analyze and interpret data
• Excellent communication skills, both verbal and written
• Proven customer service experience
• Experience in operations management

Suitable Candidates can send their resumes to [email protected] no later than 06th May 2024