Experience Centre Senior Consultant – Client Success

Vodafone; Midrand; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Incentive programs

Retirement funds & medical aid

Staff discounts

Job summary

Vodacom Midrand is seeking a Senior Consultant: Managed Services - Experience Centre to provide end-to-end support to Business and Corporate customers through a one-stop-shop service model. You will be the primary contact, manage queries, service requests and escalations, and ensure timely resolutions.

You will build strong customer relationships, deliver exceptional service and work with internal teams to meet customer needs.

Qualifications

• Matric/Grade 12 or NQF equivalent (Essential).
• 3-year Diploma or Degree in Business Management, Administration or a related field (Essential).
• 1-2 years' experience within the telecommunications industry in a customer service environment supporting Business or Corporate clients (Essential).
• Knowledge of telecommunications products and data applications (Essential).
• 6 months account management or customer support experience (Advantageous).

Responsibilities

• Act as the primary point of contact for allocated Business and Corporate customers.
• Receive, analyse and resolve customer support requests within agreed service levels.
• Determine the most appropriate solutions to customer queries and implement them effectively.
• Provide end-to-end support for assigned customer accounts.
• Ensure all customer requests are tracked, managed and resolved through to completion.
• Close the loop on all customer-specific support requests and provide feedback to stakeholders.
• Build and maintain strong one-on-one relationships with customer administrators and key stakeholders.
• Deliver a high level of customer service to enhance customer satisfaction and loyalty.
• Proactively identify customer needs and recommend suitable services and solutions.
• Drive customer retention through effective management of customer concerns and service requests.
• Negotiate upgrades, retentions and service-related solutions in line with company policies and procedures.
• Support customer retention initiatives by managing upgrades, cancellations and churn reduction activities.
• Ensure strategic targets relating to customer retention and service performance are achieved.
• Compile and distribute monthly reports covering tariff optimisation, upgrades, churn management, customer issues and solutions, and service performance.
• Analyse trends and identify opportunities for service improvement and customer value enhancement.
• Monitor and manage customer-specific Service Level Agreements (SLAs).
• Ensure all internal and external stakeholders adhere to agreed service commitments.
• Escalate service delivery concerns where necessary and drive resolution.
• Monitor retention, upgrade and cancellation targets, call centre service levels, CDI and NPS.

Skills

Customer service

Account management

Telecommunications knowledge

Data applications knowledge

Relationship building

Time management

Prioritisation

Professionalism

Education

Matric / Grade 12

Diploma or Degree in Business Management / Administration

Job description

Vodacom Midrand is seeking a Senior Consultant: Managed Services - Experience Centre to provide end-to-end support to Business and Corporate customers through a one-stop-shop service model. You will be the primary contact, manage queries, service requests and escalations, and ensure timely resolutions.

You will build strong customer relationships, deliver exceptional service and work with internal teams to meet customer needs.