Digital Ninja (Roaming) at Vodacom

Role Purpose

• The Digital Ninja role is considered to be Vodacom World’s key differentiator – Custodians and ambassadors of the Vodacom World Experience! It is a hands-on role that connects with customers to deliver all Experiential, Product and Service Directory offerings in the Digital Mall. As an expert, the focus of the role is to ensure that customers experience best in class retail engagement that is defined by a digital, seamless, personalised and empowered experience.  

Your responsibilities will include:

Vodacom Shop FOH:-

• Seamlessly integrate sales and aftersales and create an equal happiness opportunity!
• Drive a one stop solution for the customer - Deliver on the full Product and Service proposition and identify opportunities to support selling and service activities from other Zones/Mall proposition areas

Vodacom Shop and TechZone and Repairs :-

• Seamlessly integrate sales and aftersales and create an equal happiness opportunity!
• Responsible for offering customers exceptional support to quickly get Customer’s back on the air through troubleshooting of software and or hardware issues to determine if a device software; repair or replacement is needed. Perform device diagnostics, troubleshooting and loading of manufacturer software

Integration, IoT: Work-Play-Home:-

• Keep abreast of all new development and innovation in the mobile solutions marketplace and adapt quickly to ever changing products, services, ecosystems, technologies.
• Work closely with other business partners and stakeholders to model best operating and support models and new, unique opportunities for our customers. Understand service models as designed for popup, permanent and semi-permanent service offerings in IoT.

Super Ninja:-

• Act as Superhero to all stakeholders. Consult, understand, problem solve, resolve and execute all escalated queries - Have a strong knowledge of the nature of the business required system knowledge and access and substantial problem solving abilities!
• Convert detractors to promotors by stepping in on time consuming or complex customer interactions to support the rest of the team in managing other customers

Key journey Experiences:-

• The Vodacom World journey has identified specific key moments in the journey that require amazing support delivery to ensure our service promises are fulfilled - best in class retail engagement that is defined by a digital, seamless, personalised and empowered experience.  These support areas include: Entrance to the Mall, Info Hub & Pepper, Click & Collect, Vending, Reception & Switchboard – each area has a defined set of workflows and guidelines to ensure that our active participation and engagement with customers at these specific points in the journey will determine our tNPS and FTF as these areas have a core customer experiential influence!
• Accurate information, immediate resolution or best next steps direction provided at these points, determine the seamless nature of the remaining experience for customers,

Activation Arena-BE Hub-Connection/Learning Labs:-

• The Vodacom World proposition has identified amazing new facilities to be used by various stakeholders.  These facilities include: The Activation Arena for our latest and greatest showcases, the Business Enterprise Hub for strategic execution by the EBU team and their key partners, the Connection Labs – supporting SME and other independent users who require short term use of office facilities and digital connections to enhance their business communications and finally, learning labs that create a new learning environment for various internal and external stakeholders – the Digital Ninjas in this Zone are key participants in the successful optimisation and service experience within this space.
• The Digital Ninja in this these zones will act as a concierge and expert in various ways at various times throughout the day! This area will experience an ever changing audience as we execute on the latest and greatest launches whilst simultaneously offering education and learning opportunities through our learning labs both current and new products and services. 

The ideal candidate for this role will have:

• A 3 year Degree or National Diploma in a IT, Digital Technologies, Commercial Business, Communications Management and/or relevant equivalent certification/s completed or actively in progress – preferred 
• Other Relevant short courses courses/certificates - essential
• Minimum of 2-3 years’ experience within Retail in the ICT /Commercial/Banking /Hospitality or relevant environment - essential 
• Minimum of 1 year in a within retail, face to face customer and/or contact centre exposure – essential
• Exposure to digitally lead retail solutions and/or other digital customer interfacing platforms, programming, coding or alternate will be highly beneficial. 

 OR

• Matric  or SAQA accredited equivalent – essential 
• Other Relevant short courses courses/certificates - essential
• Minimum of 3-5 years’ experience within Retail in the ICT /Commercial/Banking /Hospitality or relevant environment - essential 
• Minimum of 2 year in a within retail, face to face customer and/or contact centre exposure – essential
• Exposure to digitally lead retail solutions and/or other digital customer interfacing platforms, programming, coding or alternate will be highly beneficial. 

Knowledge:

• Demonstrate proficiency in technology, and the ability to learn about new products 
• Proven experience in sales and technology solutions, as well as developing customer loyalty
• Ability to consistently deliver great customer experiences (recover poor experiences and exceed customer expectations)
• Understanding of retail environment 
• Excellent Product & Service knowledge or ability to acquire and apply such knowledge quickly
• Computer Literacy essential – ability to learn different systems easily

Closing date for applications: 01 November 2021

The base location for this role is Midrand, Vodacom Campus
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.
Vodacom is committed to an organizational culture that recognizes, appreciates and values diversity & inclusion.