Senior Business Support Consultant

Vodacom; Johannesburg; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading telecommunications company in Johannesburg is looking for a Senior Business Consultant to provide exceptional customer service and support for Subscriber Collections. This role requires a strong background in customer service and collections, with essential skills in conflict resolution and problem-solving. Candidates should hold a relevant business diploma and have experience in managing stakeholders. The position is based in Midrand and offers opportunities to contribute to a diverse work environment.

Qualifications

• 3 years’ experience in Customer service and Collections Business Support essential.
• General management skills are essential.
• Stakeholder engagement is essential.

Responsibilities

• Resolve general service queries from customers telephonically.
• Conduct service requests and identify root causes of faults.
• Provide support to external customers and investigate escalations.

Skills

Customer service

Conflict resolution

Problem solving

Analytics

Reporting

Attention to Detail

Education

Relevant Business diploma or degree

Matric / Grade 12

Tools

ICAP

Siebel EBU

Eppix

M2

Tallyman

Job description

Overview

When it comes to putting people first, we’re number 1. The number 1 Top Employer in South Africa. Certified by the Top Employer Institute 2025.

Role Purpose

The Senior Business Consultant is responsible for providing first, second and or third line support in customer queries for Subscriber Collections and providing support to our internal and external customers.

Responsibilities

• To telephonically resolve general service queries from internal and external customers
• Conduct service request and identify root cause of fault within the specified portfolio.
• To escalate issues to other departments, when needed, and follow up.
• To identify skills and knowledge gaps and to provide feedback to Line Management and Training

Fault Management

• Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes.
• Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements.
• Interpret data, analyse, results and provide ongoing reports
• Identify, analyse, and interpret trends or patterns.
• Locate and define possible improvement opportunities
• Conduct outgoing calls related to customer queries or open Service Requests

Support

• To provide support to our external customers
• Communicate with and respond to all Contact Centres with respect to Fibre contact centre and pertinent information associated with fault management.
• To investigate and resolve escalations from Call Centre and Management
• To escalated issues to other departments when needed, and follow up
• To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.

Experience

The ideal candidate for this role will have:

• Matric / Grade 12 essential
• Relevant Business diploma or degree essential
• 3 years’ experience in: Customer service and Collections Business Support is essential.
• Collections Business Support is essential.
• 2nd line Support is essential.
• General management skills is essential
• Stakeholder engagement is essential.

OR

• Matric / Grade 12 essential
• 5 years’ experience in: Customer service and Collections Business Support is essential.
• Collections Business Support is essential
• 2nd line Support is essential
• General management skills is essential
• Stakeholder engagement is essential.

Job Knowledge

• Specialised knowledge of all Vodacom products, services and procedures is essential
• Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions etc) is essential
• Knowledge of products and services and Telecommunications is essential.
• Knowledge of Subscriber Collections applications such as ICAP, Siebel EBU, Eppix, M2 and Tallyman
• Knowledge of Service Provider policies and procedures is essential
• Excellent knowledge of Computer Laptop.
• Knowledge of Collections, Finance and Fraud Processes
• Ability to define sometimes complex solutions
• Vodacom product and services knowledge is essential.

Job Related Skills

• Conflict resolution skills are essential
• Problem solving skills are essential
• Analytics skills
• Reporting skills
• Attention to Detail and Accuracy
• Apply Good Business Judgement

Closing date for Applications: 21 October 2025.

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.