Executive Client Liaison Officer - Chief Office - Commercial Operations at Vodacom

Job description

We have the above vacancy available in our Organisation:

The role of the Senior Consultant: ECLO is to own and ensure resolution of all customer escalations from the CEO’s office within the stipulated timeframes and SLA’s. To conduct root cause analysis and manage trends to implement process improvement throughout the business. To be accountable for end-to-end resolution of customer escalations.

Your responsibilities will include:

• Manage end to end ECLO function ensuring first time resolution of all customer escalations and maintain optimal resolution turnaround times
• Ensure the principals of Connect, Own and Solve is taken into account when dealing with the query
• Provide high quality support and service to external and internal clients
• Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLA’s.
• Maintain relationships internal and external and with relevant role players in accordance with dependencies.
• Provide feedback and recommendations to management/role players of identified trends.
• Continuous follow up must be implemented to ensure that the relationship is maintained.
• Identify possible improvements to be facilitated in accordance with the outcomes of the queries.
• Execute and meet the outputs in accordance with Strategic Targets

The ideal candidate for this role will have:

• Grade 12 (Essential)
• 3-5 year relevant degree/diploma in either (Essential)
• 3-5 years relevant working experience in Customer Care and/or Retail environment is essential
• Minimum of 2 year experience in dealing with escalated queries

OR

• Grade 12 (Essential)
• Relevant courses/certificates will be an advantage
• 5 - 8 years relevant working experience in Customer Care and/or Retail environment is essential
• Minimum of 3-year experience in dealing with escalated queries
• In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding
• Excellent Communication Skills (verbal and written)
• Conflict management and resolution
• Excellent Telephone Etiquette or face-to-face customer interaction
• Understanding of mobile data and its components is desirable
• Understanding the different business units and the various structures and stakeholders
• Exposure to dealing with various audience and levels internally and externally
• The base location for this role is Midrand, Commercial 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.