Were at our best when we lead and over the past 25 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts. Were immensely proud to be a leader in our field and are 100% committed to continue trailblazing.
We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customers eyes and take personal accountability for the customer experience.
We have the below vacancy available in our Organisation:
The H Band Consultant: Neural Network Training Unit (NNTU) position is based within Commercial Operations.
The role of the Consultant: NNTU is to ensure our customers have a great experience on TOBi, Vodacoms chatbot by providing actionable insight.
Key Responsibilities will include (but not limited to):
- To evaluate daily transcripts to ensure that the correct journey (intent) is being hit by customers and making subsequent recommendations
- To escalate issues to other departments, when needed, and follow up.
- To run a closed-loop operation by contacting customers to evaluate their experience with TOBi
- To listen and evaluate customer interactions in both the pre and postpaid estates to ensure we resolve customer issues.
- To ensure a consistent experience for customers by evaluating tone of voice, high quality engagements and accuracy of resolutions.
- Co-create better customer experiences through Chatbot Engagement
Core Competencies and knowledge:
- Understanding of Telco processes and technologies
- Customer centric
- Attention to detail
- Analytical thinking
- Excellent verbal and written communication skills
The ideal candidate for this role will have:
- Matric / Grade 12 essential
- 3 Years experience working in a Telco or Quality Assurance Environment
- Relevant job-related experience
The base location for this role is Century City, Cape Town.
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.