Specialist: Strategic Client Services at Vodacom

Job description

The role of the Specialist: Strategic Client Services is to build and maintain a world-class customer care environment that empowers staff to exceed objectives. To proactively manage the customer service relationship fora number of customer's within the strategic account base in order to enhance the customer service experience of Vodacom/Vodafone and increasing customer loyalty

Your Responsibilities Will Include

• To deliver management Services as determined with the client under this Agreement.
• To provide customer care and Service quality management within the Vendor’s operational environment.
• To co-coordinating the solution management process within the Vendors environment
• To Providing constant follow-up to the Customer in cases of reported incident
• To perform interactive Customer reviews, once per Month or as dictated by the customer:
• To Providing Service reports and trouble ticket activity reports;
• To Identifying below target or chronic problems; and report on Root Cause Analysis
• To keep the Customer informed of any scheduled changes on the Vendors Network/ operations liable to affect the Service(s) delivered to the client
• To be Responsible for incident management at local level (anything that impacts the customer experience i.e.: network outage, billing queries, etc) (responsible for the management, resolution and status reporting of these);
• To understand the way the account is ‘sponsored’ within the customer and the impact on cost centres
• To understand and interpret and negotiate service level agreements.
• To monitor the service level agreements to ensure compliance across the business
• To implement effective processes between teams and departments and monitor success
• To build and maintain productive relationships with key role players and networks that support call centre success
• To liaise with products and engineering teams in order to understand Vodacom’s products and market strategies
• To provide support to SRM (Service Request Management) users within the 2nd line support environment
• To monitor call centre and SRM performance and implement improvements, if necessary
• To provide specialist level support
• To investigate and solve problems identified by consultants and customers
• To manage knowledge across 1st level and 2nd level support teams
• Compile management report on analysis and trends

The Ideal Candidate For This Role Will Have

• 3 year Degree/National Diploma in Service Management/IT/Business Administration or related field is essential and
• Minimum of 3 relevant experience in Customer Service with exposure to:
• Direct support of customers through dealing with escalations, queries, processing requests, and providing feedback
• Customer relationship management

OR

• Matric + 1-2 year relevant job specific certificate/qualification is essential and
• Minimum of 5 years relevant experience in Customer Service with exposure to:
• Direct support of customers through dealing with escalations, queries, processing requests, and providing feedback
• Customer relationship management

In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding of:

• Account Management
• Analysis and Report writing
• Strong customer service
• Reporting and presentation
• Issue management, operational/service fulfilment issues
• Process (mapping, implementation & monitoring)
• Project Management desirable
• Change request management (systems)

The base location for this role is Midrand, Service Park

The Company’s 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.