Senior Consultant Multi Channel

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The Senior Consultant:
Multi Channel Support plays a pivotal role in driving operational excellence and customer satisfaction across Vodacom’s digital and assisted service channels. This role is responsible for providing expert guidance, strategic insights and hands‑on support to optimise the performance, integration and user experience of all multi‑channel platforms, including chat, social media, email and self‑service portals. The consultant collaborates closely with cross‑functional teams to ensure seamless customer journeys, resolve complex issues and implement innovative solutions that align with Vodacom’s digital transformation goals, ensuring that all channels deliver consistent, efficient and high‑quality support experiences.

• Telephonic support for general service queries and follow‑ups on existing Service Requests from BPs and internal services.
• Manage service requests and identify the root cause of fault within the specified time frames.

• Ensure fault management communication and escalation to the relevant parties within predefined procedures and time frames (Merged, ADS Tech Network and PST).
• Analyse and conduct trend analysis with fault management to identify and manage escalation requirements.
• Interpret data, analyse results and provide reports.
• Identify, analyse and interpret trends or patterns.
• Identify improvement opportunities.

• Provide support to our internal and external customers.
• Communicate with and respond to all contact centre relevant information associated with fault management.
• Investigate and resolve escalations from call centre and management.
• Escalate issues to other departments when needed and follow up.
• Draft reports in the spirit of continuous improvement for line management, quality and training functions.

• Matric / Grade 12 (essential)
• Minimum of 2–3 years’ experience in telecommunications.
• Two years in a call centre environment.
• Two years experience dealing with escalated queries.
• Relevant short courses (advantage).
• Two years relevant experience in the telecommunications industry (essential).

• Matric is essential.
• Relevant courses / certificates.
• Two years relevant experience in the telecommunications industry (essential).
• National Diploma or Bachelor’s degree in Business, Telecommunications, or related field (preferred).

• Owns outcomes and leads service excellence.
• Applies critical thinking and insight.
• Builds trust and influences effectively.
• Acts decisively under pressure.
• Plans and executes with precision.
• Collaborates across teams with ease.
• Communicates clearly and professionally.
• Delivers results with a customer‑first focus.
• Delivers consistently on personal goals and KPIs.
• Builds strong internal and external networks.
• Produces clear, professional, and impactful documentation.
• Adapts quickly in a fast‑changing environment.
• Maintains composure under pressure and setbacks.
• Acts with integrity and aligns to core values.
• Applies commercial thinking to drive client value.
• Strong analytical.
• Ability to work cross‑functionally to achieve desired results.
• Fault management.
• Excellent communication, interpersonal and problem‑solving skills.
• Aware of own strengths and development areas.
• Specialised knowledge of all Vodacom products and services.
• Understanding of internal customer service processes and departments (Quality, Training, CIC, Retentions, etc.) is essential.
• Knowledge of GSM products and services and telecommunications is essential.
• Knowledge of Customer Care applications such as ICAP, Eppix and Siebel is essential.
• Knowledge of Service Provider policies and procedures is essential.
• Understanding of mobile data and its components, including GSM/GPRS/3G.
• Customer focus with regards to understanding the service being delivered.
• Knowledge of data networks and its connectivity.
• Ability to define sometimes complex technical solutions.

• Case and Incident Management.
• Business…