Specialist: Escalations at Vodacom

Role Purpose
The Fibre Escalations Agent role based within Commercial Business Unit.
To take ownership of the resolution of all customer escalations sent to the Fibre Escalations team within the stipulated timeframes and SLA’s. Most importantly to conduct root cause analysis and manage trends by implementing process/system/training improvements throughout the business. The individual will be accountable for the end to end resolution of customer escalations.

Your Responsibilities Will Include

• Manage end to end customer escalations ensuring first time resolution of all escalations and maintain optimal resolution turnaround times
• Analyse customer escalations trends and identify process or system improvements
• Provide root cause analysis for escalations and identify and implement improvements
• Interpret and analyse management information and statistical reports related to escalations and propose action plans
• Provide high quality support and service to external and internal clients, including the Vodacom Chief’s, ME’s, etc.
• Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLA’s
• Maintain relationships with internal and external relevant role players in accordance with area 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
• Execute and meet the outputs in accordance with strategic targets
• Ensure the principals of connect, own and solve is taken into account when dealing with the query
• Ability to Execute Ad-Hoc Projects whilst maintaining a high level service delivery.

The Ideal Candidate For This Role Will Have

• 3 years Degree/Diploma - in Engineering or IT Studies – required
• Minimum 3 years relevant working experience in customer care and/or retail environment is essential

Minimum 3 Years’ Experience In Dealing With Escalated Queries

• Understanding of CRM system functionality
• Telecommunication (fibre) experience will be an advantage.
• Excellent communication skills (verbal and written)
• Conflict management and resolution
• Excellent telephone etiquette or face to face customer interaction
• Analytical thinking
• Decision making
• Interpersonal skills
• Negotiation
• Problem solving
• Stress handling techniques
• Time management
• Telecommunication Technical Acumen
• Reporting Writing Skills
• Planning

Closing date for Applications: 16 June 2020

The base location for this role is, Vodacom Campus, Midrand