Senior Relationship Consultant (Telecommunications)

Location: Bellville, South Africa; base location: Cape Town

Company

hirify.global operates a telecommunications business providing mobile, fixed-line, fibre, IoT, converged, and value-added services.

What you will do

• Own the end-to-end journey for Ultra High Value and premium-service customers, providing concierge-level support with minimal handovers.
• Prioritize escalations, monitor service-level agreements, manage service requests, and coordinate resolution across technical, billing, sales, and back-office teams.
• Monitor customer behaviour, usage, satisfaction, sentiment, and NPS to identify risks, close feedback loops, and improve service processes.
• Manage retention, renewals, upgrades, cross-selling, and upselling to reduce churn and increase customer lifetime value.
• Promote mobile, fibre, IoT, fixed-line, converged, and value-added services through tailored recommendations and insight-driven campaigns.
• Maintain compliance with regulatory, procedural, and data-governance requirements.

Requirements

• Matric Certificate is essential.
• Minimum 3–5 years of experience in customer-facing roles in telecommunications or a similar fast-paced industry.
• Experience managing high-value or strategic customer accounts and working with cross-functional teams.
• Knowledge of telecommunications products, converged and fixed-line solutions, customer buying behaviour, billing, invoicing, and commercial outcomes.
• Familiarity with CRM systems, SLA structures, customer engagement platforms such as Genesys Cloud or Salesforce, and data analysis tools.
• Strong communication, negotiation, problem-solving, reporting, prioritization, and stakeholder-engagement skills.

Nice to have

• National Diploma or Bachelor’s degree in Business, Marketing, Telecommunications, or a related field.
• Certifications in customer relationship management, project management, or sales.
• Experience with converged and fixed product offerings and campaign execution.

Culture & Benefits

• Customer-first culture focused on innovation, speed, simplicity, trust, and commercial impact.
• Incentive programs and competitive benefits.
• Retirement funds, risk benefits, and medical aid benefits.
• Cell phone and data benefits, fibre connection discounts, and staff discounts through partner companies.
• Applications close on 08 October 2026.