Vodacom South Africa: Customer Care Senior Consultant

Vodacom, South Africa’s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU!

Vodacom is an award winning company and has expanded into Africa. The company is driven by The Vodacom Way which embodies a spirit to win, to deal straight and to sincerely care about everything we do! Vodacom firmly believes that it can enhance people’s lives and empower them. Most of all, those who work for Vodacom will seek to do the impossible. This creates a dynamic and exciting work environment offering opportunities for personal and professional growth.

Objectives:

•Conduct service request and fault management within the various portfolios

•Resolve and respond to all Customer and Subscriber service requests and fault management with pertinent information within specified timeframes and targets through the appropriate medium

•Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements

•Ensure fault management communication and escalation to the relevant parties where appropriate within the predefined procedures and timeframes

•Draft weekly or ad-hoc reports and statistics relating to service requests and fault management activities within the specialized portfolio

•Communicate with, and respond to all Contact Centres with respect to fault management and pertinent information associated with fault management

•Liaise with Customers and Subscribers and internal role-players regarding new process and product integration to facilitate problem resolution

•Provide feedback to role players with respect to knowledge gaps identified through Consultant contact

•Maintain and measure Service Level Agreements with appropriate role players

•Identify areas of concern regarding the different portfolios and report on unusual occurrences

Key Outputs:

•Managed faults

•Compiled reports

•Provided support

•Managed time

Competencies:

Knowledge:

•Knowledge of GSM products and services and Telecommunications is essential

•Knowledge of Service Provider policies and procedures is essential

•Understanding of Mobile Data and its components, including GSM/GPRS/3G

•Excellent knowledge of Computer Laptop and PDA Operating Systems qualified to a A+

•Knowledge of Data Networks and its connectivity

•Ability to sometimes define complex technical solutions

•Fully conversant with Microsoft Operating Systems

•Good level of knowledge/experience of Blackberry / Mobile Data would be beneficial

Skills:

•Computer Literacy

•Communication skills – excellent written and verbal skills

•Networking skills

•Persuasiveness

•Conflict management skills

•Problem-solving skills

•Negotiation skills

•Diagnostic skills

•Analytical skills

•Fact finding skills

Attributes:

•Customer oriented

•Target/deadline driven

•Self-motivated

•Team player

•Competitive

•Quality conscious

•Attention to detail

•Adaptive

•Maturity

•Assertive

Requirements:

Qualifications and Experience:

•Matric/Grade 12 (NQF Level 4) is essential

•A minimum of 3 years Vodacom Call Centre experience, dealing with escalations, follow-ups & the resolution of queries, is essential

•1 year Fault Management or Service Request experience is desirable

Other:

•Willingness to work overtime should there be an operational requirement

Please Note: ONLY INTERNAL APPLICATIONS OF THE CUSTOMER SERVICES GROUP (permanent) will be considered for this post.

Please note that the onus lies with the candidate to provide us with substantial evidence to proof that his/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position.

Employment Equity:

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process.

Job Location:

Bellville

Job Level: 5 (Lower)

Reports To: Supervisor: CIC

No. of Positions Available: 2

Response Deadline: 23/7/2010

Incomplete CV’s will not be considered.

Please visit our online career portal at http://www.vodacom.co.za/about/careers.jsp