Tech Officer: Customer Experience

Company: Telkom Group (Openserve)

Location: Centurion, Gauteng

Posted: 2026-02-09

Job Number: 10029734

Job Grade: OP1

Span of Control: 0

Reports To: Management

Functional Area: Technical

About the Role

The Tech Officer – Customer Experience will monitor all customer touchpoints, respond to queries, and identify opportunities to improve service quality. You will act as a liaison between customers and internal teams, ensuring that Openserve’s customer experience aligns with business objectives and meets KPI targets.

Key Responsibilities

• Track Customer Experience: Monitor online and digital channels, communicate outcomes, and implement corrective actions.
• Collaborate Internally: Work with Sales, Marketing, Network Assurance, Fibre/Broadband, and Strategy & Architecture to enhance services and brand awareness.
• Respond to Queries: Provide timely, effective responses across all identified channels.
• Align Strategies: Integrate customer experience strategies with overall business strategy and refine them based on performance data.
• Process Improvement: Offer input on business processes, highlighting customer feedback and suggesting improvements.
• Assurance & Fulfilment: Maintain high standards of customer engagement across all regions and centres.

Core Competencies

Functional Knowledge

Technical, Telkom Infrastructure, Computer Software, Telkom Products and Services.

Functional Skills

Analytical, Problem Solving, Communication, Telephone Etiquette, Computer Proficiency, Customer Service, Interpersonal, Organizing, Reliability, Accuracy, Assertiveness, Efficiency, Customer Focus.

Attitudes & Leadership Competencies

Empathy, Responsibility, Integrity, Diplomacy, Accountability, Initiative, Team Player, Quality Awareness, Proactivity, Respect, Tactfulness, Customer Focus.

Qualifications

Education: NQF 4 – School leaving qualification (National Certificate, Grade 12, or equivalent).

Experience: Minimum 3 years of relevant experience.

Certifications: Not specified.

Additional Information

Special Requirements: Willingness to work long hours.

Physical Requirements: Not specified.

Key Stakeholders: Not specified.

Application Details

Open until filled.

To apply for this position, please visit jobs.telkom.co.za.