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Senior Consultant Multi Channel Support

vodafone.com Logo

Vodafone

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Location:
South Africa , Bellville

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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

Additional Information:

Job Posted:
February 14, 2026

Expiration:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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