Vodacom South Africa Recruiting 2016

Vodacom Group Limited is an African mobile communications company, providing voice, messaging, data and converged services to over 55 million customers

The G Band Senior Specialist: Customer Experience Excellence role is based within COPS Division

The role of the Senior Specialist: Customer Experience Excellence is to manage customer experience excellence and centricity throughout all channels within Vodacom. With a specific, focus on transformation and stakeholder relationships

Your responsibilities will include but not limited:

Ensure new initiatives and projects align with customer experience strategies across all touch points

Effectively work with stakeholders to ensure continuous improvement of current practices

Monitor compliance to new practice procedures

Monitor TNPS of channels, investigate deltas and instigate actions to resolve

Analyse current processes and instigate actions on improvement

Testing the impact of new initiatives in channel

Responsible for the creation and documentation of Best Practice Procedures

Weekly, monthly reporting and performance management

The ideal candidate for this role will have:

· Matric is essential

· A relevant 3-year degree is essential

· A minimum of 5-8 years relevant experience in either one of the following is essential:

· Statistical Analysis and Data Collection

Process Analysis

Customer Service Experience

Retail Store Service Experience

Business Performance Understanding

Continuous Improvement Knowledge

Training and coaching Knowledge

In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding :

· Analyse and identify process inefficiencies in channel

· Able to create and sustain relationships with all stakeholders

· Able to interrogate data to diagnose problems and propose corrective actions

· Able to identify customer impact of a new process and rapidly alter prior to sign off and implementation

· Advanced understanding of franchise and retail processes and environment

The base location for this role is Midrand, Commercial Park

Vodacom is an African mobile communications company providing voice, messaging, data and converged services to around 50 million active customers. From our roots in South Africa, we have grown our operations to include networks in Tanzania, the Democratic Republic of Congo (‘DRC’), Mozambique and Lesotho.

Vodacom is majority owned by Vodafone, one of the world’s largest mobile communications companies by revenue. We are listed on the JSE Limited and our head office is in Johannesburg, South Africa

The Company has 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.