4 дня назад
Senior Consultant Experience Centre (Managed Services)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Consultant Experience Centre (Managed Services): Providing end-to-end customer support and account management for Business and Corporate telecommunications customers with an accent on service request resolution, customer retention, and SLA performance. Focus on analysing customer issues, managing escalations, optimising services, and improving retention and service metrics through reporting and stakeholder coordination.
Location: Midrand, Vodacom Campus; Johannesburg, South Africa
Company
is a telecommunications employer offering customer and managed services for Business and Corporate clients.
What you will do
- Act as the primary point of contact for allocated Business and Corporate customers.
- Analyse, resolve, track, and close customer support requests within agreed service levels.
- Provide end-to-end account support and build relationships with customer administrators and key stakeholders.
- Recommend services and solutions, manage upgrades and cancellations, and support retention and churn-reduction initiatives.
- Prepare monthly reports on tariff optimisation, upgrades, churn, customer issues, solutions, and service performance.
- Monitor customer-specific SLAs, service levels, retention targets, Customer Delight Index, and Net Promoter Score, escalating concerns when necessary.
Requirements
- Matric / Grade 12 or NQF equivalent.
- 3-year Diploma or Degree in Business Management, Administration, or a related field.
- 1–2 years of telecommunications customer service experience supporting Business or Corporate clients; the posting also references 2–5 years for this requirement.
- Knowledge of telecommunications products and data applications.
- Customer service management, corporate client relationship management, service level management, reporting, trend analysis, problem solving, and escalation management skills.
- Six months of account management or customer support experience is advantageous.
Culture & Benefits
- Employment with competitive benefits and incentive programmes.
- Retirement funds, risk benefits, and medical aid benefits.
- Cell phone and data benefits.
- Fibre connection discounts and exclusive staff discounts through partner companies.
- Commitment to diversity, inclusion, equal opportunity, and disability inclusion.
Hiring process
- Applications close on 08 October 2026.
- The approved Employment Equity Plan and Targets will be considered during recruitment.
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