Senior Consultant: Vodacom Expert Services at Vodafone Global Enterprise

Role Purpose/Business Unit:

• To provide support, negotiate agreements, compile reports, maintain relationships, manage accounts, and problem resolution, to function as a specialised one-stop shop philosophy to our customers.

Your responsibilities will include:

• Receive and analyse requests for support, determine the most appropriate solution and implement accordingly
• Negotiate deals with customers in accordance with policies and procedures within allocated timeframes
• Compile monthly reports on:
• Tariff Optimisation
• Upgrades,
• Churn
• Problem solutions
• Monitor the performance of all relevant parties to ensure that agreements are honoured
• Maintain all strategic targets
• Retentions (upgrades, cancellations)
• Call centre Service levels
• Customer Delight Index + NPAS (Net  Promoter Score)
• Manage all customer specific bespoke SLA’s and ensure adherence
• Perform end to end support for these accounts
• Conform to ITIL Service Management Standards
• Built one on one relationships with the customer administrators supported
• Close the loop on all customer specific support requests

The ideal candidate for this role will have:

• Matric is essential
• Relevant Certificate / Diploma is essential
• 2-5 years in the Telecommunications industry in customer service environment dealing with Business Corporate Clients – essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

OR

• Matric is essential
• 3-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients – essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

Job Related Skills:

• Verbal and written business skills 
• Analytical 
• Interpersonal 
• Decision making 
• Business report writing 
• Communication 
• Networking 
• Time Management 
• Planning  
• Administrative and organisational skills

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:02 September 2025.