{"id":895,"date":"2010-07-21T01:56:40","date_gmt":"2010-07-21T00:56:40","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=895"},"modified":"2013-10-04T15:31:45","modified_gmt":"2013-10-04T13:31:45","slug":"vodacom-south-africa-customer-care-senior-consultant","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/vodacom-south-africa-customer-care-senior-consultant.html","title":{"rendered":"Vodacom South Africa: Customer Care Senior Consultant"},"content":{"rendered":"<p><strong>Vodacom,<\/strong> South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU!<\/p>\n<p>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\u2019s 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.<\/p>\n<p><strong>Objectives:<\/strong><\/p>\n<p>\u2022Conduct service request and fault management within the various portfolios<\/p>\n<p>\u2022Resolve and respond to all Customer and Subscriber service requests and fault management with pertinent information within specified timeframes and targets through the appropriate medium<\/p>\n<p>\u2022Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements<\/p>\n<p>\u2022Ensure fault management communication and escalation to the relevant parties where appropriate within the predefined procedures and timeframes<\/p>\n<p>\u2022Draft weekly or ad-hoc reports and statistics relating to service requests and fault management activities within the specialized portfolio<\/p>\n<p>\u2022Communicate with, and respond to all Contact Centres with respect to fault management and pertinent information associated with fault management<\/p>\n<p>\u2022Liaise with Customers and Subscribers and internal role-players regarding new process and product integration to facilitate problem resolution<\/p>\n<p>\u2022Provide feedback to role players with respect to knowledge gaps identified through Consultant contact<\/p>\n<p>\u2022Maintain and measure Service Level Agreements with appropriate role players<\/p>\n<p>\u2022Identify areas of concern regarding the different portfolios and report on unusual occurrences<\/p>\n<p><strong>Key Outputs:<\/strong><\/p>\n<p>\u2022Managed faults<\/p>\n<p>\u2022Compiled reports<\/p>\n<p>\u2022Provided support<\/p>\n<p>\u2022Managed time<\/p>\n<p><strong>Competencies:<\/strong><\/p>\n<p><strong>Knowledge:<\/strong><\/p>\n<p>\u2022Knowledge of GSM products and services and Telecommunications is essential<\/p>\n<p>\u2022Knowledge of Service Provider policies and procedures is essential<\/p>\n<p>\u2022Understanding of Mobile Data and its components, including GSM\/GPRS\/3G<\/p>\n<p>\u2022Excellent knowledge of Computer Laptop and PDA Operating Systems qualified to a A+<\/p>\n<p>\u2022Knowledge of Data Networks and its connectivity<\/p>\n<p>\u2022Ability to sometimes define complex technical solutions<\/p>\n<p>\u2022Fully conversant with Microsoft Operating Systems<\/p>\n<p>\u2022Good level of knowledge\/experience of Blackberry \/ Mobile Data would be beneficial<\/p>\n<p><strong>Skills:<\/strong><\/p>\n<p>\u2022Computer Literacy<\/p>\n<p>\u2022Communication skills \u2013 excellent written and verbal skills<\/p>\n<p>\u2022Networking skills<\/p>\n<p>\u2022Persuasiveness<\/p>\n<p>\u2022Conflict management skills<\/p>\n<p>\u2022Problem-solving skills<\/p>\n<p>\u2022Negotiation skills<\/p>\n<p>\u2022Diagnostic skills<\/p>\n<p>\u2022Analytical skills<\/p>\n<p>\u2022Fact finding skills<\/p>\n<p><strong>Attributes:<\/strong><\/p>\n<p>\u2022Customer oriented<\/p>\n<p>\u2022Target\/deadline driven<\/p>\n<p>\u2022Self-motivated<\/p>\n<p>\u2022Team player<\/p>\n<p>\u2022Competitive<\/p>\n<p>\u2022Quality conscious<\/p>\n<p>\u2022Attention to detail<\/p>\n<p>\u2022Adaptive<\/p>\n<p>\u2022Maturity<\/p>\n<p>\u2022Assertive<\/p>\n<p><strong>Requirements:<\/strong><\/p>\n<p><strong>Qualifications and Experience:<\/strong><\/p>\n<p>\u2022Matric\/Grade 12 (NQF Level 4) is essential<\/p>\n<p>\u2022A minimum of 3 years Vodacom Call Centre experience, dealing with escalations, follow-ups &amp; the resolution of queries, is essential<\/p>\n<p>\u20221 year Fault Management or Service Request experience is desirable<\/p>\n<p>Other:<\/p>\n<p>\u2022Willingness to work overtime should there be an operational requirement<\/p>\n<p>Please Note: ONLY INTERNAL APPLICATIONS OF THE CUSTOMER SERVICES GROUP (permanent) will be considered for this post.<\/p>\n<p>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.<\/p>\n<p>Employment Equity:<\/p>\n<p>The Company\u2019s approved Employment Equity Plan and Targets will be considered as part of the recruitment process.<\/p>\n<p><strong>Job Location:<\/strong><\/p>\n<p>Bellville<\/p>\n<p>Job Level: 5 (Lower)<\/p>\n<p>Reports To: Supervisor: CIC<\/p>\n<p>No. of Positions Available: 2<\/p>\n<p>Response Deadline: 23\/7\/2010<\/p>\n<p>Incomplete CV\u2019s will not be considered.<\/p>\n<p>Please visit our online career portal at http:\/\/www.vodacom.co.za\/about\/careers.jsp<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vodacom, South Africa\u2019s 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&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[75,3],"tags":[1690],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vodacom South Africa: Customer Care Senior Consultant - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"Vodacom, South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! 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