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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 optimize 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.
Job Responsibility:
To telephonically support general service queries and follow ups on existing Service Requests from BPs and internal services
Manage service requests and identify root cause of fault within the specified timeframes
Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes (Merged, ADS Tech Network and PST)
Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements
Interpret data, analyse results and provide reports
Identify, analyse, and interpret trends or patterns
Identify improvement opportunities
To provide support to our internal and external Customers
Communicate with and respond to all Contact Centres pertinent information associated with fault management
To investigate and resolve escalations from Call Centre and Management
To escalate issues to other departments when needed, and follow up
To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions
Requirements:
Matric/Grade 12 (essential)
A minimum of 2-3 years’ experience in telecommunications
2 years in a call centre environment
2 year experience in dealing with escalated queries
Relevant short courses (advantage)
2 years relevant experience in the telecommunications industry (essential)
Relevant courses/certificates
National Diploma or Bachelor’s degree in Business, Telecommunications, or related field (preferred)
Strong analytical
Ability to work cross functionally in order 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 Communication (Verbal & Written)
Commercial Negotiation
Conflict Resolution and Problem Solving
Product Knowledge
Time Management and Prioritization
Reporting Skills
Stakeholder Engagement and Internal Collaboration
Adaptability in Fast-Paced Environments
Nice to have:
Relevant short courses (advantage)
National Diploma or Bachelor’s degree in Business, Telecommunications, or related field (preferred)
What we offer:
Enticing incentive programs and competitive benefit packages
Retirement funds, risk benefits, and medical aid benefits
Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies