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 firm is seeking a customer support specialist in Gauteng, South Africa. The role involves negotiating agreements, compiling reports and ensuring customer satisfaction through effective relationship management. Candidates must have matriculation and relevant certifications with 2-5 years of experience in the telecommunications industry, preferably with Business Corporate Clients. Strong analytical and interpersonal skills are essential for managing accounts and providing exceptional service.

Qualifications

• 2-5 years in Telecommunications industry in customer service dealing with Business Corporate Clients.
• Knowledge of Data Applications.
• 6 months support account management experience is an advantage.

Responsibilities

• Provide support and negotiate agreements with customers.
• Compile monthly reports on Tariff Optimization.
• Monitor performance of all parties to ensure agreements are honoured.

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
• Built 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

Must have technical / professional 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 account management experience is an advantage
• C2 General requests
• Core competencies, knowledge and experience (max 5)

Core competencies, knowledge and experience

• Job Knowledge
• Customer interaction
• Computer literate
• Customer Certainty
• Business environment
• Billing system
• Control system