At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Description
Role Purpose
Improve customer service quality results by studying, evaluating, and re-designing processes; managing new customer requests implementation, tender solutions, customer projects and service level agreements with contractor’s management.
Key Deliverables
• Serve as liaison between fixed and data support team, management and customer to improve customer service and business productivity.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.
• Track, follow-up and resolve customer’s outstanding issues in a timely fashion.
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Conduct customer surveys about the company’s service so as to obtain feedback.
Competencies
• Project Management
• Incident Management
• Process Improvement
• Developing Standards
Qualifications
Degree in Project Management, Degree in Information Systems
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.