Senior Consultant - Midrand, South Africa - Vodafone

Vodafone

Verified Company

Midrand, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Role purpose:

To provide support as a specialized one -stop shop philosophy to our customers

Your responsibilities will include:

To Receive and analyse requests for support, determine the most appropriate solution and implement accordingly
To Negotiate deals with customers in accordance with policies and procedures within allocated timeframes

To Compile monthly reports on:
Tariff Optimisation, Upgrade, Churn and Problem solutions
Monitor the performance of all relevant parties to ensure that agreements are honoured
Maintain all strategic targets on Retentions (upgrades, cancellations), Call centre Service levels and Customer Delight Index + NPAS (Net Promoter Score)
To Manage all customer specific bespoke SLA's and ensure adherence
To Perform end to end support for these accounts
To Conform to ITIL Service Management Standards
To Build one on one relationships with the customer administrators supported
To close the loop on all customer specific support requests.

Must have technical/professional qualifications:

Matric / Grade 12 or a NQF accredited equivalent (essential)
3-year diploma/degree in Administration and/or Business Management (essential).
1-2 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients - essential
knowledge of Data Applications
6 months support account management experience is desirable

OR
Matric / Grade 12 or a NQF accredited equivalent (Essential)
2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients - essential
knowledge of Data Applications
6 months support account management experience is desirable
Employee will be required to work shifts and Saturdays.

Core competencies, knowledge and experience**:

Excellent Communication Skills (verbal and written)
Excellent Telephone Etiquette or face to face customer interaction
Analytical
Decision Making
Delegating
Interpersonal
Liaison
Negotiation
Problem Solving
Stress Handling Techniques

Closing date for Applications
:25 April 2023.
The base location for this role is,
Midrand, Vodacom Campus.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.