Fresh Jobs at Vodacom

Role Purpose
The Senior Specialist Campaign Management role based within Commercial Business Unit.
As the Campaign Manager, you are responsible for the planning, communication and monitoring of several telesales/ retail campaigns (inbound / outbound / retention) and drive business optimization forward. Together with Commercial Sales and Segment Marketing, you analyze and optimize the campaigns and thus ensure these result in a reduction of Churn

Your Responsibilities Will Include

• You are responsible for executing on campaigns that has an impact on reducing the CBU Postpay Churn and increasing saves within the Saves call centre
• You are responsible for the independent planning and execution of Telesales/ Retail campaigns in cooperation with Commercial Sales and Segment Marketing, with Telesales or Retail executing on these said campaigns
• You implement and optimize CRM strategies
• You are responsible for communication and coordination of planning with key interest groups (contact and channel strategy, offer tactics)
• You prepare weekly / monthly and quarterly performance reviews together with relevant internal and external stakeholders
• You engage with numerous stakeholders, e.g. Sales, marketing, product management, operations, finance, technology, legal and business partners

The Ideal Candidate For This Role Will Have

• A relevant degree with at least 3 to 5 years of professional experience
• Advanced knowledge in the area of call centre control / sales control (optional: digital sales control) and in-depth knowledge in the field of marketing / campaign management
• Advanced MS Office skills
• Very good conceptual skills, analytical and strategic thinking combined with very good communication skills
• Is a role model for best practices in Agile process execution, motivating other team members to do the same
• Ability to continue to monitor, learn, and implement industry best practices from the telesales community
• Natural "servant" leader, with strong ability to coach and develop others, an inherent entrepreneurial spirit, and focuses on ever-improving team dynamics and performance
• Viewed by the wider organization as an effective and consistent collaborator, influencer, and negotiator, able to highlight internal and external dependencies and break down complex blockers
• Excellent stakeholder management and communications skills, with the ability to inspire, influence, and update delivery teams and senior executives
• Excellent facilitation, organization, and problem-solving skills, helping the team manage conflicts, challenges, escalating only when team processes have failed
• Comfortable with ambiguity and working in fluid, fast-changing environments under pressure
• Good understanding of the business capability/user journey, wider organizational goals, and desired product business outcomes
• Understanding of both the current Telecommunications and digital services market and emerging business and technology trends
• Knowledge of Telesales technologies ensuring campaigns are executed with speed and quality

Closing date for Applications: 15 June 2020

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

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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