Senior Consultant : Vodacom Expert Services

Tower Group South Africa (Pty) Ltd; Gauteng; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A telecommunications support firm in Gauteng is seeking an experienced individual to provide comprehensive account management and customer support. Your role will involve negotiating agreements, compiling reports, and ensuring adherence to service level agreements. The ideal candidate should have 2-5 years of experience in a customer service role within the Telecommunications industry and relevant educational qualifications. Strong interpersonal and analytical skills are crucial for success in this position.

Qualifications

• 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients – essential.
• Knowledge of Data Applications with 6 months support.

Responsibilities

• Provide support, negotiate agreements, and compile reports for customers.
• Monitor performance to ensure agreements are honoured.
• Maintain strategic targets and manage bespoke SLAs.

Skills

Verbal and written business skills

Analytical

Interpersonal

Decision making

Business report writing

Communication

Networking

Time Management

Planning

Administrative and organizational skills

Education

Matric

Relevant Certificate / Diploma

Job description

Role Purpose

To provide support, negotiate agreements, compile reports, maintain relationships, manage accounts, and problem resolution, to function as a specialized one-stop shop philosophy to our customers.

Key Accountabilities and Decision Ownership

• Receive and analyse requests for support, determine the most appropriate solution and implement accordingly
• Negotiate deals with customers in accordance with policies and procedures within allocated timeframes
• Compile monthly reports on Tariff Optimization Upgrades, Churn Problem solutions
• Monitor the performance of all relevant parties to ensure that agreements are honoured
• Maintain all strategic targets Retentions (upgrades, cancellations)
• Call center Service levels Customer Delight Index + NPAS (Net Promoter Score)
• Manage all customers specific bespoke SLA's and ensure adherence
• Perform end-to-end support for these accounts
• Conform to ITIL Service Management Standards
• Build one-on-one relationships with the customer administrators supported
• Close the loop on all customer specific support

Job Related Skills

• Verbal and written business skills
• Analytical
• Interpersonal
• Decision making
• Business report writing
• Communication
• Networking
• Time Management
• Planning
• Administrative and organizational skills

Qualifications

• Matric is essential
• Relevant Certificate / Diploma is essential
• 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients – essential
• Knowledge of Data Applications 6 months support