Senior Consultant Multi Channel Support at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The Senior Consultant: Multi Channel Support plays a pivotal role in driving operational excellence and customer satisfaction across Vodacom’s digital and assisted service channels.
• This role is responsible for providing expert guidance, strategic insights, and hands-on support to optimize the performance, integration, and user experience of all multi-channel platforms, including chat, social media, email, and self-service portals.
• The consultant collaborates closely with cross-functional teams to ensure seamless customer journeys, resolve complex issues, and implement innovative solutions that align with Vodacom’s digital transformation goals, ensuring that all channels deliver consistent, efficient, and high-quality support experiences.

Your responsibilities will include:

• To telephonically support general service queries and follow ups on existing Service Requests from BPs and internal services 
• Manage service requests and identify root cause of fault within the specified timeframes.

Fault management

• Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes (Merged, ADS Tech Network and PST)
• Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements.
• Interpret data, analyse results and provide reports.
• Identify, analyse, and interpret trends or patterns.
• Identify improvement opportunities.

Support

• To provide support to our internal and external Customers.
• Communicate with and respond to all Contact Centres pertinent information associated with fault management.
• To investigate and resolve escalations from Call Centre and Management.
• To escalate issues to other departments when needed, and follow up.
• To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.

The ideal candidate for this role will have:

• Matric/Grade 12 (essential)
• A minimum of 2-3 years’ experience in telecommunications.
• 2 years in a call centre environment
• 2 year experience in dealing with escalated queries
• Relevant short courses (advantage)
• 2 years relevant experience in the telecommunications industry (essential) 

OR

• Matric is essential
• Relevant courses/certificates
• 2 years relevant experience in the telecommunications industry (essential)
• National Diploma or Bachelor’s degree in Business, Telecommunications, or related field (preferred)

Core competencies, knowledge, and experience:

• Owns outcomes and leads service excellence.
• Applies critical thinking and insight.
• Builds trust and influences effectively.
• Acts decisively under pressure.
• Plans and executes with precision.
• Collaborates across teams with ease.
• Communicates clearly and professionally.
• Delivers results with a customer-first focus.
• Delivers consistently on personal goals and KPIs.
• Builds strong internal and external networks.
• Produces clear, professional, and impactful documentation.
• Adapts quickly in a fast-changing environment.
• Maintains composure under pressure and setbacks.
• Acts with integrity and aligns to core values.
• Applies commercial thinking to drive client value. 
• Strong analytical.
• Ability to work cross functionally in order to achieve desired results. 
• Fault management.
• Excellent communication, interpersonal and problem-solving skills
• Aware of own strengths and development areas.
• Specialised knowledge of all Vodacom products and services
• Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions, etc) is essential
• Knowledge of GSM products and services and Telecommunications is essential
• Knowledge of Customer Care applications such as ICAP, Eppix and Siebel is essential
• Knowledge of Service Provider policies and procedures is essential
• Understanding of Mobile Data and its components, including GSM/GPRS/3G
• Customer focus with regards to understanding the service being delivered.
• Knowledge of Data Networks and its connectivity.
• Ability to define sometimes complex technical solutions

Job Related Skills:

• Case and Incident Management
• Business Communication (Verbal & Written)
• Commercial Negotiation
• Conflict Resolution and Problem Solving
• Product Knowledge
• Time Management and Prioritization
• Reporting Skills
• Stakeholder Engagement and Internal Collaboration
• Adaptability in Fast-Paced Environments

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 20 February 2026