Senior Consultant : Vodacom Expert Services

Tower Group South Africa; Gauteng; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A telecommunications service provider is seeking a dedicated individual in Gauteng to provide exceptional customer support, negotiate deals, and compile reports. You will manage business corporate client accounts, ensuring compliance with agreements and performance targets. Ideal candidates have 2-5 years experience in the telecommunications industry, strong analytical and communication skills, and relevant qualifications. This role offers a dynamic work environment focused on customer satisfaction.

Qualifications

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

Responsibilities

• Provide support, negotiate agreements, compile reports, and manage accounts.
• Analyze requests for support and implement solutions.
• Compile monthly reports on Tariff Optimization.
• Monitor performance of all relevant parties to ensure agreements are honored.
• Manage bespoke SLA's for customers.

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.

Responsibilities

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