Operations & Customer Experience Lead

Vodacom; Johannesburg; On-site; ZAR 520,000 - 780,000; Full time

Benefits offered by this job

Incentive programs

Retirement and medical benefits

Cell phone and data benefits

Job summary

Vodacom is seeking an experienced Operations and Customer Experience professional based at Vodacom Midrand Campus to enhance customer outcomes, manage escalations and drive cost efficiency. The role emphasizes senior stakeholder engagement, cross-functional collaboration and delivery of data-driven improvements.

You will lead first-line support for activations, analyze trends, and coordinate with regional teams on technology-enabled initiatives to boost service reliability and client

Qualifications

• 3-year National Diploma or Degree (NQF Level 6/7) in Computer Networks or Computer Science, Operations Management, or similar field
• Minimum of 5 years' experience in customer query resolution, network operations support, service management or related telecom environment
• Strong communication or public relations capabilities
• Background in business management or administration
• Experience in marketing management is a plus

Responsibilities

• Serve as the primary point of contact for VB-related network coverage queries
• Channel complaints to stakeholders to enable swift resolution
• Build and maintain positive client relationships for loyalty and satisfaction
• Compile daily and monthly reports on client issues and trends
• Provide first-line technical assistance and support for activations and troubleshooting
• Support VB projects in liaison with Property, PM and regional teams
• Drive customer experience improvements across consumer and enterprise segments
• Manage Technology Resilience programme projects with regional teams
• Identify opportunities to reduce costs and support Network Operations divisions

Skills

Excellent Communication

Problem-Solving

Interpersonal Skills

Organization

Education

National Diploma or Degree in Computer Networks/CS/Operations Management

Job description

Vodacom is seeking an experienced Operations and Customer Experience professional based at Vodacom Midrand Campus to enhance customer outcomes, manage escalations and drive cost efficiency. The role emphasizes senior stakeholder engagement, cross-functional collaboration and delivery of data-driven improvements.

You will lead first-line support for activations, analyze trends, and coordinate with regional teams on technology-enabled initiatives to boost service reliability and client