Technical Officer Role at Openserve | Apply now!

Job Details

📌 Job Title: Technical Officer: Customer Experience
🏢 Company: Openserve (Telkom Group)
📍 Location: Centurion, Gauteng, South Africa
🆔 Job Number: 10029734

Company Overview

Openserve, a subsidiary of the Telkom Group, is South Africa’s leading telecommunications infrastructure provider. The company is responsible for designing, building, operating, and maintaining a national network that supports fibre, broadband, and digital connectivity services.

Openserve plays a strategic role in enabling digital inclusion and economic growth by delivering reliable, high-quality network infrastructure. Customer experience is a core pillar of Openserve’s operating model, ensuring strong customer relationships, service excellence, and a trusted brand reputation.

Job Overview

The Technical Officer: Customer Experience is responsible for managing and improving customer engagement across multiple platforms and service touchpoints. The role focuses on responding to customer queries, analysing complaints and service trends, and collaborating with internal departments to enhance service delivery and customer satisfaction.

This position acts as a customer experience liaison between customers and technical teams, ensuring customer experience strategies align with business objectives and that service quality meets agreed KPIs and customer expectations.

Key Responsibilities

• Track customer experience across digital, online, and service touchpoints

• Monitor customer engagement performance and provide actionable feedback

• Communicate desired service outcomes to relevant stakeholders

• Implement corrective actions to address service gaps and recurring issues

• Collaborate with Sales & Marketing, Network Assurance, Fibre, Broadband, Strategy, and Architecture teams

• Build and maintain strong inter-departmental working relationships

• Respond to customer queries and complaints in a timely and effective manner

• Communicate with customers through approved platforms and engagement channels

• Align customer experience initiatives with overall business strategy

• Analyse customer compliments and complaints to identify trends

• Provide input into business process improvements and service optimisation

• Support assurance and fulfilment processes across regions and service centres

Qualifications

• NQF Level 4 qualification or equivalent

• National Senior Certificate (Grade 12) or National Certificate (Vocational)

• Relevant modular or technical training will be advantageous

Education

• National Senior Certificate (Grade 12) / National Certificate (Vocational)

• Additional training in customer service, telecommunications, or technical support will be beneficial

Experience and Skills

Experience

• Minimum of 3 years relevant experience in customer service, technical support, or telecommunications environments

Skills

• Strong analytical and problem-solving abilities

• Excellent verbal and written communication skills

• Customer service and telephone etiquette expertise

• Computer literacy and system navigation skills

• Interpersonal and relationship-building skills

• Organisational and time-management skills

• Ability to work under pressure and meet service targets

• High attention to detail, accuracy, and efficiency

Behavioural Competencies

• Customer-focused and empathetic approach

• Integrity, accountability, and professionalism

• Proactive and solution-oriented mindset

• Team player with strong collaboration skills

• Quality awareness and commitment to service excellence

CV Tips for the Role

To strengthen your application for this role:

• Highlight experience in customer experience management, customer support, or technical service environments

• Showcase your ability to work across multiple teams and departments

• Include examples of handling customer complaints, resolving issues, or improving service quality

• Emphasise familiarity with telecommunications systems, digital platforms, or infrastructure services

• Demonstrate strong communication, analytical, and customer-focused skills

• Use clear, results-driven bullet points showing impact and outcomes

Company Policy

Openserve is committed to fair, transparent, and equitable recruitment practices in line with Telkom Group policies and South African labour legislation.

Appointments are subject to verification of qualifications, reference checks, and relevant background screening. The company reserves the right not to fill the position should operational requirements change.

Openserve supports employment equity and diversity, encouraging applications from suitably qualified individuals in line with its transformation objectives.