Senior Consultant: Vodacom Expert Services

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.

• 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 time frames

• 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

• 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

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