Customer Services Administrator

Job Title: Customer Service Administrator

Job Location: Bloemfontein

Company Description:

HUGE TNS is not your ordinary telecommunications, networks, and services company. We are a powerhouse of innovation and excellence, leading the industry with our extraordinary capabilities. Our relentless commitment to staying ahead of the curve ensures that we provide cutting-edge ICT solutions that give businesses a competitive edge. We combine deep industry knowledge with visionary thinking to anticipate market needs and deliver exceptional, tailored solutions.

At HUGE TNS, excellence is ingrained in everything we do. We go beyond just providing exceptional products and services; we build lasting partnerships with our clients, offering unparalleled support and proactive solutions. With a focus on innovation, reliability, and scalability, we empower businesses to thrive in the digital age. Join us on this incredible journey and experience the power of transformation and unmatched service with HUGE TNS as we shape the future of connectivity.

Job Description:

To provide an end-to-end service to all clients in respect of administration, coordinating, planning, network liaison and porting.


Checking all new applications for accuracy, completeness and compliance with business criteria.Capturing all new applications into ESA and submitting for approval with reference to the attachments on Hive, activating new updates accordingly.Processing renewal applications in terms of the agreement between the existing customer and Huge Telecom; thereafter, capturing and attaching the information onto Hive.

Ensuring that the regions receive applications for national installations.Working closely with all Business Units ensuring that status updates are changed accordingly in order to proceed with installations timeously.

  • Assisting with customer queries regarding new applications and/or existing customers, in terms of credit allocations, refund requests, tariff amendments, manual invoicing requests, security deposits, change of subscriber details (migrations and inter-branch transfer.
  • Processing all cancellation requests, with reference to attachments on Hive, disconnecting of contracts and suspension of SIMs. Cancellation deferments and re-activations to be processed and loaded accordingly. Orphan call allocations to be rectified on Hive where applicable.
  • Updating of all existing customer details and information into the database.
  • Capturing, processing and loading of New Business Partner Agreements, submitting for filing and activation of the account.
  • Accepting of original agreements, updating Hive and filing accordingly.
  • Clear The Queue (CTQ) – follow up and maintenance to be done daily.
  • DIB claw back process in terms of withheld commission payments to Business Partners.
  • Submission of expense claims and purchase order requisitions to Finance for payment process.
  • Complete requests for courier and stock write offs, if necessary.
  • Reports to be compiled on a monthly basis: Disconnections report, Cancellations report, New Business Partner List update.


  • Co-ordinate maintenance & installation of all Fixed Cellular services/SOHO.
  • Submission of stock requests for Sim allocation for FCR/CUG.
  • Co-ordinate Customer Services Engineers diaries.
  • Trouble shooting / fault finding telephonically with escalation.
  • Administration – input into CRM Solution/Excel work planner.
  • Communication – In-house & external.
  • Client retention and development.
  • Relationship building with BP/Client.
  • Handle inbound activity; client calls, billing queries, orphan calls, product related faults and contract enquiries.
  • Conduct outbound activity; courtesy calls, fault resolutions and update of client account status.
  • Handle all OPS related tasks and alerts generated on the CRM System.
  • Ensure client billing is always at an optimum.
  • Ensure regular submission/update of TBM Network locking sites (MTN) to in-house Support.
  • Ensure scanning and attaching of Technicians SWO’s on HIVE is updated timeously.
  • Actioning of client cancellations from collection to removal of equipment/Sims off client account.
  • Monitor and report on HIVE activity and Qlikview alerts.


  • Tariff migrations.
  • Migrations of outbound services.
  • Inter Branch contract transfers.
  • Sim swops/replacements.
  • Sim suspensions/unsuspensions.
  • Account status updates.
  • Loading of additional Outbound VAS services (texSMS, OMS, Remote maintenance, SSNS).
  • Charge amendments (Monthly line access/SOHO rental etc).
  • Disconnection of Contracts and lines.


  • Provide feedback on status of ticket (New, Stalled, Rejected).
  • Attach all relevant feedback so that a history can be tracked.
  • Meeting the timeline for resolution of tickets.


  • Review Zero usage reports and recommend action plans to resolve issue.
  • Review other network related and billing reports as may be deemed necessary from time to time.


  • Line (SIM) allocations – ensuring client account changes are correctly captured on the internal database (HIVE).
  • Conducting of all Porting Functions on Cell C Portal (BEAM) – submit and track porting requests.
  • Providing daily feedback to all Business Units on Porting Status and rejection reasons.
  • Follow up with the regions on all rejected ports.
  • Attending to Porting Tickets received within specified time frames.
  • Completing cancellation process of “Porting back” Geographic number range.
  • Providing an exceptional level of service to all BU.

Qualifications/ Skills

  • Grade 12.
  • 1 to 2 years working experience.
  • Good command of both spoken and written English.
  • Excellent telephone manner.
  • Must possess basic administration skills.
  • Prior customer service/call centre experience.
  • Computer literacy essential (Windows, MS Word, Excel, to at least intermediate level).
  • Telecommunications experience (GSM) and PABX knowledge an advantage
  • Ability to prioritise, multitask and work well under pressure.
  • Excellent problem-solving ability.
  • Attention to detail and a methodical approach.
  • Highly motivated.
  • Service and target driven.
  • People – orientated.
  • Report writing skills.
  • Honest & reliable.
  • Team Player.