Senior Officer GCSS Operations

This role involves providing essential back-office support to the Corporate Sales & Services Team, ensuring a seamless and superior customer experience for Zong’s premium clientele. The position requires handling corporate customer requests efficiently through emails and ticketing systems, while strictly adhering to company policies. The candidate will work closely with the Functional Manager of C&SS Operations and Corporate Account Managers to facilitate smooth operations, timely processing of discounts, waivers, refunds, and new sales activations. The role demands attention to detail, especially in verifying approvals and compliance with defined policies. Flexibility to work in rotational shifts, including weekends and gazetted holidays, is necessary to meet business needs.

Key Responsibilities

- Provide back-office support to the Corporate Sales & Services Team to enhance customer experience for premium corporate clients.
- Manage and resolve corporate customer requests received via email and ticketing systems promptly and accurately.
- Ensure timely entry and processing of discounts and waivers in accordance with company guidelines.
- Assist the Functional Manager C&SS Operations with various assigned tasks to support team efficiency.
- Activate new sales for corporate customers, ensuring all procedures comply with internal policies.
- Process refunds for post-paid subscribers in a timely and accurate manner.
- Collaborate with Corporate Account Managers to support effective customer satisfaction, aligning with company policies.
- Address and resolve queries related to corporate customer requests professionally.
- Verify that all customer requests have proper approvals and comply with the established policy framework.
- Work in rotational shifts, including weekends and gazetted holidays, as required by business operations.

Required Qualifications

- Proven experience in back-office support or customer service within a corporate sales environment.
- Strong understanding of corporate sales processes, including sales activation, refunds, and discount management.
- Ability to manage multiple tasks efficiently while maintaining accuracy and attention to detail.
- Excellent communication skills for handling customer requests and internal coordination.
- Familiarity with ticketing systems and email correspondence management.
- Ability to work flexible hours, including shifts on weekends and public holidays.
- Strong adherence to company policies and procedures, ensuring compliance in all tasks.

Preferred Qualifications and Benefits

- Experience working in the telecommunications sector or a similar industry is advantageous.
- Knowledge of corporate account management and customer satisfaction strategies.
- Proficiency in relevant software tools and CRM systems.
- Opportunity to work in a dynamic team environment focused on premium client service.
- Exposure to diverse operational tasks supporting corporate sales and services functions.

This position offers a valuable opportunity to contribute to the success of Zong’s Corporate Sales & Services by ensuring premium clients receive exceptional support and service. Candidates should be prepared for a fast-paced environment requiring dedication, accuracy, and flexibility.