Supervisor: Churn & Customer Retention

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Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.6 million customers. From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks cover a total population of approximately 200 million people. Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent. Vodafone is the majority shareholder of Vodacom and has a 65% share.

Were at our best when we lead and over the past 20 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 Supervisor : Churn and Customer Retention role based within Commercial Operations Business Unit.

The role of the Supervisor : Churn and Customer Retention is to coordinate, manage and direct theefforts of a team in order to supportand achieve saves divisional targets by working on churn reduction and customer retention within the Vodacom Business environment.

Your Responsibilities will include:

  • Responsible and accountable for reducing churn/cancellations with EBU Segment ( Providing multiple options to savethe customer from cancelling) through a re-active approach

  • Responsible and accountable for daily/weekly reporting on cancellations received and providing insights on why the customers are cancelling.

  • Responsible and accountable that saves deals are available on a weekly/ monthly basis.

  • Responsible and accountable in making sure that daily feedback is received from EBU sales team on churn Alerts send daily

  • Responsible and accountable in making sure that cancellations are processed timeously to avoid credit note request.

  • Responsible for the delivery and project management of customer projects on time.

  • Create and manage relationships with multiple touch points (i.e. customer, administrator, strategic sales and account managers


The ideal candidate for this role will have:

A minimum of 3 years relevant experience in the following is essential:

Education:

Education:

  • A matric/Grade 12 is essential and

  • Relevant certificates, courses essential i.e.

    Studying towards (B.Comm, Project Management, Business Analysis)

The base location for this role is Midrand

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 and is committed to support LGBT+ people at work.

If you do not hear from us within 30 days please deem your application to be unsuccessful.

Apply here!

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