Senior Consultant: Vodacom Expert Services

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

Job summary

A telecommunications firm seeks an Account Manager in Midrand to provide customer support and manage accounts. The role involves negotiating agreements, compiling reports, and ensuring adherence to service-level agreements. Candidates should have a Matric and relevant qualification, with 2-5 years in customer service for business clients in telecom. Skills in communication, reporting, and interpersonal relations are crucial.

Qualifications

• 2-5 years in Telecommunications industry in customer service.
• 6 months support account management experience is an advantage.

Responsibilities

• Provide support, compile reports, and manage customer accounts.
• Negotiate agreements and ensure adherence to SLAs.
• Monitor performance to maintain strategic targets.

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]

Job Knowledge

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