Job Opportunities at Vodafone Global Enterprise

Role Purpose

• The Back Office Customer Resolution Agent is responsible for the effective end-to-end administration, investigation, and resolution of customer service requests, queries, and escalations received from frontline customer service teams.
• The role serves as a critical support function, ensuring accurate processing, efficient case management, and timely resolution of customer-related matters.
• The incumbent will collaborate with internal departments to diagnose issues, process requests, and implement solutions while maintaining high standards of service excellence, operational efficiency, and compliance.
• The role contributes to customer satisfaction through the accurate and prompt fulfilment of requests and the resolution of complex back-office queries.

Key Accountabilities

Case & Query Management

• Manage service requests, cases, and escalations received from frontline customer service channels.
• Own and manage customer queries from receipt through to final resolution.
• Investigate customer complaints, service issues, and operational exceptions.
• Ensure timely follow-up and feedback on all assigned cases.
• Monitor case progress and proactively drive resolution within agreed service levels.
• Escalate unresolved or high-priority issues through appropriate channels.

Back Office Operations

• Process customer requests, orders, amendments, and account-related transactions accurately and efficiently.
• Perform validation and verification activities to ensure data integrity and compliance.
• Support customer account maintenance activities, including service changes, billing adjustments, and account corrections where applicable.
• Execute processes in accordance with operational procedures, service standards, and regulatory requirements.
• Ensure all customer records and case notes are accurately captured and updated within CRM and operational systems.

Resolution & Problem Solving

• Investigate root causes of recurring customer issues and recommend corrective actions.
• Resolve customer-related operational and service challenges through collaboration with internal stakeholders.
• Apply First Contact Resolution (FCR) principles by ensuring cases are resolved comprehensively and accurately.
• Identify process gaps and opportunities for continuous improvement.

Stakeholder Management

• Liaise with Customer Care, Commercial Operations, Billing, Technical Support, Sales, and other internal departments to facilitate resolutions.
• Provide clear and accurate updates to stakeholders regarding case progress and outcomes.
• Support frontline teams with information required to respond effectively to customers.

Service Excellence

• Deliver high-quality support that contributes to exceptional customer experiences.
• Ensure adherence to agreed service-level agreements (SLAs), turnaround times, and quality standards.
• Consistently achieve operational productivity and performance targets.

Performance Expectations

• Achieve established productivity, quality, and turnaround time targets
• Maintain high levels of case resolution accuracy and compliance.
• Meet or exceed service-level agreement requirements.
• Apply First Contact Resolution (FCR) principles where applicable.
• Minimise repeat queries through effective investigation and resolution.
• Ensure customer-impacting issues are resolved within defined timelines.
• Contribute to continuous process improvement initiatives.

Job Knowledge

• Telecommunications industry landscape and customer service operations.
• Customer care and back-office operational processes.
• CRM systems and case management tools.
• Sound understanding of billing, statements, invoicing, and account management processes.
• Knowledge of service request management and escalation procedures.
• Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Data validation and quality assurance principles.
• Business communication and professional email writing.
• Service-level management and operational performance metrics.

Core Competencies

• Delivering Results and Meeting Customer Expectations
• Planning and Organising
• Deciding and Initiating Action
• Analysing and Problem Solving
• Coping with Pressures and Setbacks
• Working with People
• Relating and Networking
• Attention to Detail
• Quality Orientation
• Customer Focus
• Functional Competencies

The ideal candidate for this role will have:

• Grade 12 / Matric.
• Minimum 2 years' experience in a customer solutions or back-office support environment.
• Minimum 2 years' experience within the telecommunications industry.
• Experience in customer care, case management, or service request processing.
• Proficiency in Microsoft Office applications.

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026

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Role Purpose

• The Customer Care Team Leader is responsible for leading, coaching, and developing a team of Customer Care Agents to deliver exceptional customer service and achieve operational performance targets.
• The role focuses on driving customer experience excellence, improving team performance, ensuring adherence to quality standards, and fostering a high-performance culture. 
• The successful candidate will monitor day-to-day operations, manage employee performance, support customer escalations, and ensure delivery against key business objectives, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Net Promoter Score (NPS), Quality, Productivity, and Compliance.

Key Accountabilities

Team Leadership & People Management

• Lead, motivate, and develop a team of Customer Care Agents.
• Conduct regular performance reviews, coaching sessions, and one-on-one engagements.
• Monitor employee performance and implement improvement plans where required.
• Manage attendance, schedule adherence, leave management, and employee wellbeing.
• Foster a positive, customer-centric, and high-performance culture.

Operational Performance Management

• Drive achievement of operational KPIs including Productivity, Quality, FCR, NPS, CSAT, and SLA targets.
• Monitor daily team performance and address performance gaps proactively.
• Ensure effective workforce utilisation and workload management.
• Prepare and present performance reports and operational updates.

Customer Experience Management

• Ensure customers receive professional, accurate, and efficient service.
• Manage customer escalations and ensure timely resolution of complex issues.
• Promote customer-first behaviours across the team.
• Drive initiatives that improve customer satisfaction and loyalty.

Coaching, Quality & Development

• Conduct call listening, quality reviews, and performance assessments.
• Identify training and development needs within the team.
• Provide ongoing coaching to improve product knowledge, soft skills, and service delivery.
• Partner with Training and Quality teams to drive continuous improvement.

Compliance & Governance

• Ensure adherence to company policies, operational procedures, and regulatory requirements.
• Promote compliance with quality and risk management standards.
• Maintain accurate records and documentation relating to team performance and operational activities.

Stakeholder Management

• Collaborate with Quality, Training, Workforce Management, Technical Support, and other business units.
• Communicate operational updates and business changes effectively.
• Escalate operational risks and challenges to management when necessary.

Performance Expectations

• Achieve and exceed customer service and operational KPIs.
• Maintain high levels of customer satisfaction and service quality.
• Improve team productivity and efficiency.
• Drive employee engagement and team morale.
• Reduce customer escalations and repeat contacts.
• Ensure compliance with operational and regulatory requirements.
• Deliver effective coaching that results in measurable performance improvement.

Core Competencies

• Leadership and Team Development
• Customer Focus
• Coaching and Mentoring
• Decision Making
• Problem Solving
• Delivering Results and Meeting Customer Expectations
• Planning and Organising
• Building Relationships
• Adaptability and Resilience
• Conflict Resolution

Job Knowledge

• Customer Care Operations
• Contact Centre Processes and Procedures
• Customer Experience Management
• First Contact Resolution (FCR)
• Net Promoter Score (NPS)
• Contact Centre Performance Metrics
• Quality Assurance Principles
• Workforce Management Fundamentals
• Telecommunications Industry Knowledge
• Service Level Agreements (SLAs)
• Microsoft Office Suite, including Excel

Qualifications and Experience

• Grade 12 / Matric.
• Relevant Diploma in Business Management, Customer Service, Contact Centre Management, or related field.
• Minimum 3 years' experience in a Customer Care or Contact Centre environment
• Minimum 1-2 years' experience in a Team Leader, Supervisor, or Acting Team Leader role.
• Experience managing operational KPIs and service delivery targets.
• Experience coaching and developing employees.
• Experience handling customer escalations and complaint resolution.
• Experience analysing performance data and implementing corrective actions.

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026

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Role Purpose/Business Unit:

• This highly specialised role will be responsible for implementation and developing of a MIS infrastructure to support the Consumer Care estate. It will also provide clear leadership, planning, technical direction and communication to ensure the required delivery of high quality outputs to meet customer needs in the most cost effective manner

Other key deliverables that this role will assume ownership of include:

• Responsible for recommendations as well as the implementation, development and maintenance of source data, data validation and front end systems.
• Development of integrated cross channel executive dashboards using QlikView, SharePoint Power Pivot, SQL Reporting Services.

Your responsibilities will include:

Management information 

• Contribute to the overall reporting process (definitions, segmentation, etc).
• Design data requirements and validate IT developments of the reporting system/database.
• Develop reports relevant for the effective management of the division.
• Process all MI requirements relevant for the Customer Care Operations estate.
• Ensure single version of the truth.
• Responsible for defining & managing the Management Information process in Customer Care and aligning this within Vodafone framework.
• Identify and implement systems and processes to deliver standard and non-standard reporting to Executive management across the various business units in the organisation.

Research and Trend Analysis

• Research of trends on new technologies with recommendations on process improvements.
• Provide short to long term trend analysis on industry standards in this function and governance.

Production and delivery of standard and non-standard Management reports

• Conducting and facilitating analytics and modelling such as propensity to call, predictive churn models and compiling presentations of the findings.
• Define and design standard management reports to be presented to key stakeholders.
• Ownership of governance model to allow for & implement changes to reports.
• Monthly BU performance management pack to be compiled and presented to SLT.
• Business unit performance management packs to be compiled and presented to SLT.
• Ensure high standard & adherence to all internal controls.
• Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an on-going basis.
• Monthly programme reports to all stakeholders for purposes of planning, strategic input and corrective action.
• Conduct adhoc analysis of data sources to dimension identified data in search of insights.
• Responsible for the distribution of the South African OPCO performance for the Vodafone AMAP KPI reports. Liaising with the relevant Vodafone MIS resources to ensure alignment and compliance to definitions.

Management of advisor performance and incentives.

• Provide consultation on all contact centre incentive management programs to support the achievement of customer care targets.
• Ensure the effective functioning of the administration and incentive management systems.
• Constantly evaluate the incentive schemes to support optimal agent performance.
• Ensure regular reporting to call centre management on the impact of performance of the incentive scheme.
• Responsible for developing and project managing the implementation of agent front end systems such the Agents NPS Accelerator program, Nerve Centre Dashboards, Saves Application and bespoke agent performance management systems required to drive the strategic targets.

People Management

• Manage both direct and indirect teams to deliver desired outputs.
• Identify behavioural and coaching requirements across Customer Care estate in line with people plan.
• Development and coaching of skills within the MIS team to ensure growth and business continuity.

The ideal candidate for this role will have:

• Matric essential
• Relevant 3 year Degree is essential
• Postgraduate Qualification (Desirable)
• A minimum of 8 years job related work experience is essential with the emphasis on Management Information systems inclusive of:
• At least 5 years’ experience in implementing MIS systems
• Knowledge of SQL script writing is essential
• Knowledge of SQL server databases is essential
• Knowledge of Sharepoint development is desirable
• QlikView Developer Skills essential
• A minimum 2 years leadership experience is essential
• Project management experience is essential

OR 

• Matric essential
• A minimum of 10 years job related work experience is essential with the emphasis on Management Information inclusive of:
• Knowledge of SQL script writing is essential
• Knowledge of SQL server databases is essential
• Knowledge of Sharepoint development is desirable
• A minimum of 2 years leadership experience is essential.
• Project management experience is essential
• QlikView Developer Skills essential

Core competencies, knowledge, and experience:

• Financial acumen 
• Statistical acumen 
• Commercial contracts 
• Work Force Management 
• Administration 
• Budgeting
• Knowledge of data collection & analysis is essential 
• Knowledge of data extraction, manipulation, analysis & presentation is essential  
• Knowledge of presentation or documentation and the best way to convey a complex message to a variety of audiences is essential - (This refers to Communication Skills and Presentation Skills)
• Knowledge of data warehouse and or business intelligence solution deliver
• Strong understanding of business process through end-to-end of the value chain.
• Knowledge of data warehouse and or Business Intelligence solutions
• Knowledge of Management Information Systems
• Knowledge of Call Centers and Call Centre Systems
• Added value: Data Governance (methodologies / tools)
• Data Architecture Management
• Data Quality Management
• Formulating Strategies & Concepts
• Stakeholder Management
• Planning and organising skills 
• Analysis and problem solving skills 
• Interpersonal and communication skills 
• Report writing skills 
• Management skills 
• Decision making skills 
• Process management skills 
• Negotiation skills 
• Quality orientation skills
• Relationship Skills
• Advanced skills in Excel, Word and PowerPoint
• Advanced analysis and modelling skills essential
• Implementation of MIS strategies and technology essential

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: 25 September 2026. 

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Role Purpose/Business Unit:

• To support the delivery and ongoing improvement of digital and technology capabilities within Vodacom’s National Property and Facilities function, using data, systems and process improvements to enhance corporate real estate operations, workplace services and portfolio visibility.
• This role supports the development, maintenance and continuous improvement of the CRE digital ecosystem, helping ensure that technology solutions improve reporting, operational efficiency, service delivery and user experience across the property lifecycle.
• The role works with Vodacom Business, Information Technology, Digital AI Engineering and external service partners to gather requirements, support solution improvements, coordinate implementation activities and assist with the effective use of property technology platforms, data and analytics.
• The Senior Specialist: CRE - Digital and Technology Services role supports the use of digital capabilities, data assets, infrastructure information and technology-enabled processes to improve decision support, reporting accuracy and colleague experiences across the real estate lifecycle.
• The role provides functional support for technologies used in facilities management, engineering, capital projects, workplace experience, portfolio management, sustainability, parking and mobility, smart buildings, Archibus, Building Management Systems, IoT, ESG reporting and related real estate systems.
• The Senior Specialist: CRE Digital and Technology Services acts as the key driver of digital product vision, data-as-a-product maturity and operational change enablement, ensuring that the National Property and Facilities function extracts maximum value from its real estate technology ecosystem.

Key Accountabilities and Portfolio Management:

Digital Strategy and Business Transformation

• Develop and maintain the CRE Digital & Technology solutions, architecture and roadmap for the National Property and Facilities portfolio ensuring alignment with business strategy, operational requirements and enterprise technology standards.
• Support the National Property and Facilities Digital Strategy aligned to Vodacom’s business strategy and Vision 2030.
• Identify opportunities to simplify, automate and modernize business processes through digital innovation.
• Drive business adoption of digital technologies that improve productivity, customer experience and operational efficiency.
• Ensure all digital initiatives deliver measurable business outcomes and return on investment.
• Drive benefits realization, ensuring that digital investments deliver improvements in cost-to-serve, asset lifecycle, utilisation, sustainability, and vendor performance.

National Property and Facilities Technology

• Act as the business owner for digital products used across National Property and Facilities (workplace tools, space analytics, asset insights, ESG reporting dashboards, portfolio visualization).
• Define business requirements and prioritise technology investments in collaboration with IT and Digital teams.
• Ensure technology platforms remain fit for purpose, scalable and aligned to future business requirements.
• Ensure all digital initiatives deliver measurable business outcomes and return on investment.
• Prioritize features based on business value and partnership with other Vodacom business units for delivering sequencing and roadmap alignment.

Data, Analytics and Business Intelligence

• Own the business definition of data products for Portfolio, Asset, Space, Vendor, and ESG domains.
• Establish a data-driven operating model across National Property and Facilities.
• Manage development of executive dashboards, portfolio analytics and predictive insights supporting strategic decision-making.
• Drive governance of property, asset, vendor and sustainability data to improve data quality, transparency and reporting.
• Enable evidence-based decisions relating to portfolio optimisation, asset performance, workplace utilisation and supplier performance.
• Define business semantics, KPIs, success measures, and data quality expectations.

Business Insights, Analytics & Decision Support

• Support the development of executive insights, dashboards, and performance packs that enable strategic decision making.

Build scenario models and analytics that support:

• Real estate optimisation
• Space utilisation intelligence
• Cost-to-serve analysis
• Asset lifecycle performance
• Vendor performance and SLA adherence
• ESG sustainability insights

Stakeholder Engagement, Governance and Change Enablement

• Support digital adoption and change enablement across CRE, ensuring new tools and processes are embedded effectively.
• Implement digital change management across National Property and Facilities.
• Build strong partnerships with Business, Technology, Finance, Procurement, Sustainability and Human Resources.
• Promote adoption of digital capabilities through communication, training and business engagement.
• Foster a culture of innovation, collaboration and continuous improvement.
• Establish governance frameworks for property technology vendors and managed service providers.

The ideal candidate for this role will have:

• A 3-4 year degree in Information Systems, Data Analytics, Real Estate, Property Management, Engineering - essential.
• Minimum of 5-8 years experience in Infrastructure Management, Corporate Real Estate Facilities Management, Digital Transformation or Property Technology.
• Strong experience with CAFM / IWMS platforms (such as Archibus), Smart Buildings, IoT and workplace technologies.
• Experience in data analytics, business intelligence and executive reporting.
• Proven ability to work with cross-functional teams and manage vendor relationships.

Key accountabilities and decision ownership:

Technical:

• Real Estate Technology
• Smart Buildings & IOT
• Operational Technology
• Physical Security Technology
• Data Architecture
• Digital Workplace Solutions
• Building Systems Integration
• User experience awareness

Management:

• Strategic Thinking
• Customer Obsession
• Digital Innovation
• Commercial Acumen
• Data-Driven Decision Making
• Influencing and Stakeholder Management
• Change Leadership
• Collaboration
• Results Orientation
• Continuous Improvement

Preferred Experience:

• Real estate portfolio analytics.
• Workplace or facilities management data and reporting.
• Data governance or data product management.
• Exposure to CAFM / IWMS systems and IoT/ESG data environments (business-side experience, not technical design).
• Experience leading change and adoption in large organisations.
• Experience working with outsourced service providers.
• Strong background in business analysis, product ownership and digital strategy in complex environments.
• Exposure to digital transformation and data-driven decision-making.
• Experience must include developing integrated customer-centric technology workplace product or service solutions while working with and managing stakeholders across and / or functional areas and budget management.

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: 25 September 2026. 

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Role Overview

• The Specialist In-Life Commercial manages contracts after signing to ensure they deliver value, meet obligations, and achieve financial targets. The role covers multiple contracts for all our services offerings based on business needs. 

Role Purpose

• Ensure contract terms and obligations are met.
• Improve financial performance (revenue, margin, cash flow). 
• Identify and drive up-sell opportunities.
• Manage risks, changes, and disputes. 
• Maintain strong customer relationships. 
• Ensure governance and compliance.

Your responsibilities will include:

Contract Management & Performance

• Monitor contract performance against KPIs.
• Track financial and operational performance.
• Ensure delivery of contract obligations.
• Maintain contract records

Risk & Compliance

• Perform risk and gap analysis.
• Identify and escalate risks.
• Ensure compliance with terms and processes.
• Reduce revenue leakage

Change & Dispute Management

• Manage contract changes.
• Resolve disputes and escalations.
• Prevent claims and conflicts

Financial & Commercial Management

• Monitoring Financial performance.
• Identify and drive up-sell opportunities.
• Support renewals and re-negotiations.
• Address unfavourable terms.

Customer & Stakeholder Management

• Act as trusted advisor.
• Build strong relationships.
• Work with Sales and internal teams.

Reporting & Insights

• Prepare reports and trend analysis.
• Provide insights into decisions.

Working Relationships

• Sales (EBU)
• Contract Management
• Finance
• Service & Project Management
• Legal
• Commercial & Pricing

The ideal candidate for this role will have:

• Three years Degree or Diploma in any relevant discipline (law/business administration/finance/engineering etc.)
• 2+ years in contract or commercial management
• Experience in B2B environment
• Customer-facing experience
• Telecoms experience preferred
• Professional and trustworthy
• Strong interpersonal skills
• Ability to manage conflict
• Self-driven and organized

Core competencies, knowledge, and experience:

• Commercial and financial understanding
• Contract and risk management
• Problem solving and analysis
• Communication and negotiation
• Planning and organisation
• Customer focus and teamwork 

Behavioural Expectations

• Commercial thinking
• Driving results
• Influencing stakeholders
• Taking initiative
• Supporting improvement

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: 24 September 2026. 

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Role Purpose

• The Quality Analyst is responsible for assessing customer interactions against defined quality standards, identifying performance trends, and providing coaching recommendations that drive continuous improvement.
• The role supports operational excellence by ensuring adherence to quality frameworks, regulatory requirements, customer experience standards, and business performance objectives, including First Contact Resolution (FCR), Net Promoter Score (NPS), and customer satisfaction targets.
• The succesful candidate will collaborate closely with Operational Leaders, Team Leaders, Trainers, and other stakeholders to identify opportunities for improvement, enhance agent capability, and support a culture of service excellence.

Key Accountabilities

Quality Monitoring & Evaluation

• Evaluate customer interactions across voice and digital channels against established quality standards and scorecards.
• Conduct call listening, call monitoring, chat, email, and digital interaction assessments.
• Ensure consistency and accuracy of quality evaluations across all customer touchpoints.
• Perform qualitative and quantitative analysis of customer interactions to identify trends and improvement opportunities.
• Monitor quality performance against operational KPIs and customer experience objectives.
• Maintain accurate and comprehensive quality assessment records and reports.

Coaching & Performance Improvement

• Provide timely, constructive verbal and written feedback to Team Leaders and Operational Management
• Conduct side-by-side coaching sessions and call listening reviews with agents.
• Identify behavioural, process, and knowledge gaps affecting quality performance.
• Recommend and support targeted coaching and development interventions.
• Assist operational teams in improving quality, FCR, NPS, Customer Satisfaction, and compliance results.
• Support onboarding and continuous learning initiatives for new and existing agents.

Analysis & Reporting

• Conduct trend analysis on customer contacts, quality failures, process adherence, and operational performance.
• Analyse quality data to identify recurring customer pain points and operational inefficiencies.
• Generate quality reports and insights that support operational decision-making.
• Identify emerging risks and escalate quality concerns proactively.
• Support root-cause analysis initiatives and recommend corrective actions

Process & Continuous Improvement

• Identify process, policy, system, and knowledge management gaps impacting service quality.
• Recommend solutions that improve customer experience and operational efficiency.
• Support implementation of quality improvement initiatives and projects.
• Participate in calibration sessions to ensure scoring accuracy and consistency across the quality function.
• Contribute to quality framework enhancements and best-practice implementation.

Stakeholder Engagement

• Liaise effectively with Operations, Training, Knowledge Management, Workforce Planning, and Customer Experience teams.
• Support quality governance processes through regular stakeholder engagement.
• Escalate critical quality findings and business risks to relevant stakeholders.
• Build strong working relationships that support continuous performance improvement.

Compliance & Quality Frameworks

• Ensure adherence to internal policies, quality standards, and regulatory requirements
• Support compliance with ISO 9001 quality management standards.
• Maintain auditing integrity and confidentiality of customer information.
• Ensure quality processes are applied consistently across all customer interaction channels.

The successful candidate will be expected to:

Performance Expectations

• Consistently achieve quality assessment productivity targets.
• Deliver accurate and objective quality evaluations.
• Improve operational quality scores through effective coaching interventions.
• Support achievement of FCR, NPS, Customer Satisfaction, and service excellence targets.
• Identify quality risks and opportunities proactively.
• Meet reporting and analysis deadlines.
• Maintain high levels of stakeholder satisfaction and engagement.
• Contribute to continuous improvement initiatives that enhance customer experience and operational performance.

Core Competencies

• Customer Focus
• Delivering Results and Meeting Customer Expectations
• Quality Orientation
• Attention to Detail
• Analytical Thinking
• Problem Solving
• Planning and Organising
• Decision Making
• Adaptability and Change Agility
• Self-Management
• Functional Competencies
• Quality Evaluation and Assessment
• Coaching for Performance
• Quantitative and Qualitative Analysis
• Performance Management
• Stakeholder Management
• Negotiation and Conflict Resolution
• Root Cause Analysis
• Report Writing and Presentation Skills
• Effective Written and Verbal Communication
• Time Management
• Job Knowledge

Job Knowledge

• Telecommunications and Contact Centre Operations
• Quality Assurance Methodologies
• Customer Experience Management
• Voice and Digital Channel Operations
• Call Monitoring and Quality Assessments
• Root Cause Analysis
• Performance Reporting and Analysis
• FCR and NPS Principles
• Service Level Management
• ISO 9001 Standards
• Microsoft Office Suite (Advanced Excel)

Qualifications and Experience

• Grade 12 / Matric
• Relevant qualification in Quality Management, Business Management, Customer Service, or a related field
• Minimum 2 years' experience in a Customer Care or Contact Centre environment
• Minimum 2 years' experience in a Quality Analyst, Quality Assessor, or QA role
• Experience in quality monitoring across voice and digital channels
• Experience providing coaching, feedback, and performance improvement support
• Experience analysing quality and operational performance data

Advantageous

• Quality Management Qualification
• Assessor Accreditation
• Coaching or Facilitation Certification
• Contact Centre Quality Assurance Certification
• Telecommunications industry experience
• Exposure to ISO 9001 quality standards
• Experience with customer experience and quality management frameworks

This is a 12 month Fixed Term Contract position.

Closing date for Applications: 22 September 2026

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Role Purpose

• The Customer Experience Agent – Front Line serves as the first point of contact for customers across multiple service channels, delivering professional, efficient, and customer-centric support. The role is responsible for addressing customer enquiries, resolving service-related issues, processing requests, and ensuring a seamless customer experience at every interaction.
• The successful agent will build positive customer relationships through proactive engagement, effective communication, and timely resolution of customer needs. A strong focus of the role is to deliver exceptional customer service, enhance customer satisfaction, and contribute to customer retention by providing a differentiated, best-in-class experience.

Key Accountabilities

• Manage inbound customer interactions across voice, email, chat, WhatsApp, social media, and other digital platforms.
• Provide customers with accurate information regarding products, services, processes, and policies.
• Handle customer enquiries and service requests efficiently and professionally.
• Resolve customer issues at first point of contact where possible.
• Escalate complex customer concerns through the appropriate channels and ensure follow-through until resolution.
• Process customer transactions, service requests, amendments, and orders accurately.
• Maintain comprehensive and accurate records of all customer interactions within the CRM system.
• Deliver consistent service in line with customer experience standards and operational objectives.
• Educate customers on available self-service and digital solutions.
• Support customers with basic troubleshooting and service guidance where applicable.
• Identify opportunities to improve customer experience and customer retention.
• Meet individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Engage across all digital platforms, WhatsApp, email, chat, voice, web, etc.

Performance Expectations

• Achieve First Contact Resolution (FCR) wherever possible.
• Meet or exceed customer satisfaction (CSAT) and service quality targets.
• Deliver an exceptional customer experience across all customer touchpoints.
• Meet operational KPIs, including productivity, quality, adherence, and service levels.
• Demonstrate professionalism and empathy in all customer interactions.
• Ensure timely resolution and follow-up of customer enquiries.
• Maintain high levels of accuracy when processing customer requests.
• Support customer retention initiatives through effective problem-solving and service excellence.

Customer Focus

• Passion for delivering excellent customer service.
• Ability to build trust and rapport with customers.
• Strong understanding of customer needs and expectations.

Communication

• Excellent verbal and written communication skills.
• Ability to communicate clearly, professionally, and empathetically.
• Ability to write professional business emails and customer correspondence 

Problem Solving

• Strong analytical and troubleshooting skills.
• Ability to identify root causes and provide effective solutions.
• Sound judgment when handling customer issues and escalations.

Technical & Operational

• Proficiency in customer service systems and CRM platforms.
• Strong keyboard and typing skills.
• Ability to navigate multiple systems simultaneously.
• Working across various customer engagement channels (voice, chat, email, social media, and messaging platforms).

The ideal candidate for this role will have:

• Matric / Grade 12 (Essential)
• Relevant customer service courses, certifications, or short programmes.
• Minimum 2 years' experience in a customer-facing environment.
• Minimum 2 years' experience within the telecommunications industry (Essential).

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026

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Role Purpose/Business Unit:

• The core purpose of this role is to provide financial planning, performance management and strategic decision support across the International Business (IB) portfolio (DRC, Tanzania, Mozambique and Lesotho).
• The role drives high-quality management reporting, forecasting and budgeting delivery/insights, business performance analysis and value creation initiatives to support executive decision-making and sustainable business growth. The individual will be expected to interact with various stakeholders and business partners.

Your responsibilities will include:

Month End Close, Forecasting and Budget Process

• Responsible for the Month-end-close reviews & Rolling Forecast (RF) submissions for IB Markets with good levels of insight to ensure high-quality submissions.
• Responsible to analyse IB Market P&L’s (Actual & RFs) including SR, Direct Costs, A&R, Opex, Below EBITDA lines, Capex and OFCF. (Incl. Variance analysis, Drivers, KPIs, Underlying trends, Risk & Opportunities, challenge of market assumptions and query resolution)
• Support the annual Budgeting and Long-Range Planning (LRP) process for IB markets, including guidance on definitions, expectations, system processes, problem solving, financial calendar, standardized templates as well as VF & Group FP&A specific requirements.
• Support EHOD: Finance – International Business in driving clear views of P&L for Month-end close, Rolling Forecast, Budgeting and LRP process.

Management Reporting & Insights

• Preparation of various monthly reporting packs in order to allow critical review and analysis of IB Market performance.
• Obtain & review monthly P&L commentary to ensure it supports the Market’s performance narrative.
• Monitoring Market’s performance against targets (Incl. Early views).
• Identifying potential performance issues and conduct analysis to validate. Support Markets to implement corrective measures.
• Contribute to Management reporting submitted to Exco and Board.

Business Intelligence

• Provide insightful management information with strong focus on anticipating and managing monthly/quarterly results.
• Support delivery of key projects.
• Strategic alignment.

Control, Governance & Modelling

• Maintain an effective operational control environment over financial items, identifying weaknesses and developing solutions especially on enablement of solutions and their rollout.
• Ensure business decisions are made within the governance and “How we work” framework.
• Build, enhance and maintain models to assist with MEC, RF, Budget, LRP with support from D&A / RPA aimed at simplifying reporting capabilities, data accuracy and automated reports/dashboards.

Team Dynamics, Business Partnering

• Identify company-wide stakeholders in the organisation structure, understand requirements and maintain good relationships.
• Provide clear guidance to IB markets pertaining to deliverables required by IB Finance.
• Maintain a creative and inclusive work environment.
• Be a part of team engagement and enablement.
• Contribute to a safe and healthy working environment.

Innovation and change

• Simplify and standardise modelling, reporting and processes wherever possible whilst ensuring that the requirements of the business are delivered.
• The ability to use system tools & technologies to analyse data, such as Bl, big data, Copilot etc.
• Look for new and innovative ways of working to strive for continual improvement.

The ideal candidate for this role will have:

• BCom. or equivalent financial qualification. CIMA / CA(SA) will be advantageous.
• Minimum 8+ years relevant to the job financial experience.
• Experience in Hyperion Financial Management (HFM) preferred.
• Experience in Budgeting and Forecasting / financial and business analysis / Financial modelling / business partnering, is an advantage.
• Advanced proficiency in Excel, Word and PowerPoint.

Core competencies, knowledge, and experience:

• Develop knowledge of the company and ICT industry preferable.
• Strong financial management & analytical skills.
• Good communication & presentation skills.
• Ownership attributes.
• Detail-oriented with a high degree of accuracy.
• Self-starter, driven, ability to deliver results.
• Strong Writing and Reporting skills.
• Ability to work independently and as part of a team.
• Adapting and responding to change.
• Relating and Networking.
• Persuading and Influencing.

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: 25 September 2026.

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Role Purpose/Business Unit:

• To oversee and manage the segment sales teams, and collaborates with internal and external stakeholders with the objective to defend and grow the segment base, through ensuring account planning and opportunity management translate to sales, implementation and delivery of service that are geared towards the achievement of segment sales targets, customer experience and commercial objectives of the portfolio i.e. meeting annual targets on sales, revenue, profitability margins etc.

Your responsibilities will include:

Sales Management 

• Manage, monitor and review segment sales targets.
• Contribute to sales targets setting for the respective segment sales team in line with overall sales target.
• Operationalise the sales plan so as to meet the segment sales targets.
• Develop a sales plan and monitoring its implementation.
• Leadership of virtual segment account teams to meet targets for profitability and revenues.
• Lead development of contact strategies and account development plans (ADP) for each of the allocated accounts within the portfolio.
• Lead development of a pipeline of prospects which are systematically qualified, managing the decision-making process within allocated segment accounts to ensure sales prospects are closed.
• Ensure operational Service delivery of all service touchpoints through the management and mentorship of the segment sales team.
• Identify potential new opportunities through analysis of business intelligence reports.
• Understand customer patterns and market behaviour to inform data-driven forecasting strategies to increase profitability through improved targeted sales strategies.
• Provide leadership, guidance and motivation to the segment sales team. 
• Direct lead generation initiatives to support new business acquisition via the sales segment team.
• Represent Vodacom at client negotiations.
• Drive market leadership on Customer NPS through understanding the value of profitable customers and delivering outstanding service. 

Stakeholder Management 

• Establish and monitor healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals.
• Develop a healthy, productive, and respectful relationship with all stakeholders based on integrity and professionalism.
• Develop relationships to create new value and opportunities.
• Develop and maintain key account relationships with channel partners, ensuring that channel partners are aligned to the customer experience expectations and to the sales partner strategy framework.
• Proactively manage communication to relevant stakeholders in line with the customer product life cycle.
• Develop contact strategies and account development plans (ADP) for allocated accounts.
• Own escalated customer complaints from a service perspective.
• Resolve sales and pricing claims on debtors trading accounts.
• Serve as the link of communication between key customers and internal teams.
• Play an integral part in generating new sales that will turn into long-lasting relationships.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Provide account data to the manager for developing a sales plan and monitoring its implementation.
• Develop a pipeline of prospects which are systematically qualified, managing the decision-making process within allocated accounts to ensure sales prospects are closed.
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.

Reporting   

• Prepare monthly/ Weekly Run Rate and Demand Management.
• Perform Sales Analysis by product.
• Annual Sales Strategy & Budget Planning.
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
• Forecast and track key account metrics.
• Prepare reports on account status, give recommendations to maximize sales as per the identifying trends, gaps and opportunities. (Strategic Account Plan / Joint Account Planning). 

Delivering through People 

• Oversee the activities of the segment team to ensure effective delivery of business outcomes.
• Supports and enables the team to succeed by encourage frequent knowledge sharing between team members amongst other enablement initiatives.
• Create fit for future organisation capability through skills development informed by skill gap analysis in line with business strategy and ensuring that the identified skills gaps, are addressed through training.
• Develop a high performing team by embedding formal performance management process, informal coaching through continuous 1:1 performance discussion.
• Embed the Spirit of Vodacom by living the Spirit behaviours and ensuring consistent Spirit engagement initiatives.
• When required, initiate disciplinary processes for team members calling on support from HR when required.
• Resolve grievances raised by team members and escalate only if required.
• Motivate team members and ensure that their efforts are recognised by using Vodafone Stars platform.

The ideal candidate for this role will have:

• Degree / Diploma – Essential (A 3-year Sales / Marketing or Business Diploma/Degree or SAQA Accredited relevant Equivalent).  
• A Post Graduate Degree in Sales/Marketing/Business Commerce or related field - advantageous. 
• A minimum of 8 years’ Sales and Service experience in the telecommunications or technology related environments e.g. (ICT) with demonstrated experience in: 
• Portfolio management
• Ability to increase NPS results and reduce administrative expense
• Ability to build relationships 
• 2 years management experience.  
• Valid Drivers licence: The successful candidate must have their own reliable vehicle and be willing to use it for business‑related travel (essential).

Core competencies, knowledge, and experience:

• Growth mind set and out of box thinking.
• Experience in solution selling within enterprise customers.
• Deep understanding of the customer’s business, it’s market and industry alongside key decision-makers and influencers in account organisation.
• Ability to translate customer’s objectives and strategy into relevant Vodacom Business propositions.
• Successful track record of managing sales teams and demonstrate profitable revenue growth.
• Translates strategy into clear areas of focus and priorities for.
• Understanding of the SA telecommunication landscape.
• Understanding of Companies customer requirements.
• Understanding of technical concepts and the ability to communicate it as viable appealing market offerings.
• Understanding of SA business landscape.
• Understanding of the Value Chain Analysis with regards to various customer businesses. 

Behavioural Competencies 

• Customer Focus: Prioritising customer needs and delivering excellent service.
• Accountability: seeks feedback and identifies opportunities for improvement or innovation.
• Collaboration: Actively fosters collaboration, seeks input and effectively partners.
• Resilience: Actively seeks opportunities for growth, demonstrates a strong commitment to self-improvement and has a growth mindset.
• Flexibility: uses various techniques to influence others (lobbies, approaches decision makers, finds sponsors).
• People Management: Ensure team work together to deliver on their responsibilities creating accountability and ownership.  
• Organisational Savvy: Demonstrates strong understanding of assigned strategy for the Business/ Function and creates strong team alignment to the strategy.

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: 24 September 2026. 

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Role Purpose/Business Unit:

• To oversee and manage customer relationships of the large enterprise customers/key accounts, leveraging of our products and solutions to address the customer needs.
• Enables the solution delivery through collaborating with internal and external stakeholders with the objective to defend and grow the base. Drives and delivers sales targets, customer experience and commercial objectives of the portfolio through sales discipline and practice of account planning, pipeline and opportunity management.

Your responsibilities will include:

Sales & Stakeholder Management

• Primary owner of all customer relationship building and engagements in the designated portfolio.
• Proactively mitigates and defends the base while driving portfolio revenue growth.
• Develop a healthy, productive and respectful relationship with all key customers/ stakeholders based on integrity and professionalism.
• Acquire a thorough understanding of key customer needs and requirements, to provide relevant and value adding solutions to deepen the relationship and service offerings.
• Uphold sales best practice of accurately documenting sales plans, account development plans (ADP), engagement plans, tracking and monitoring sales conversions and implementation.
• Develop a pipeline of prospects which are systematically qualified, managing the decision-making process within allocated accounts to ensure sales prospects are closed.
• Own escalated customer complaints for the portfolio and collaborate with the relevant internal stakeholders to ensure they are closed to cultivate trust and delight our customers.
• To support finance in recovering overdue and non-payment by clients.
• Ensure the correct products and services are delivered to customers in a timely manner as per the customer needs and objectives.
• Serve as the link of communication between key customers and internal teams to ensure both proactive and reactive engagements are managed seamless.
• Play an integral part in generating new sales that will turn into long-lasting relationships.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

Reporting

• Prepare monthly/ Weekly Run Rate and Demand Management.
• Perform Sales Analysis by product.
• Annual Sales Strategy & Budget Planning.
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
• Forecast and track key account metrics.
• Prepare reports on account status, give recommendations to maximize sales as per the identifying trends, gaps and opportunities. (Strategic Account Plan / Joint Account Planning). 

The ideal candidate for this role will have:

• A minimum of 3+ years’ (Account Manager) OR 5+ years’ (Senior Account Manager) work experience in a Sales and Service experience in the telecommunications or technology related environments e.g. (ICT) with demonstrated experience in:
• Portfolio management
• Ability to increase NPS results and reduce administrative expense
• Ability to build relationships
• A valid driver’s licence: The successful candidate must have their own reliable vehicle and be willing to use it for business related travel (essential).

Core competencies, knowledge, and experience:

• Experience in solution selling within enterprise customers.
• Deep understanding of the customer’s business, it’s market and industry alongside key decision-makers and influencers in account organisation.
• Ability to translate customer’s objectives and strategy into relevant Vodacom Business propositions.
• Successful track record of managing multi- industry sales and demonstrate profitable revenue growth.

Behavioural Competencies

• Customer Focus: Prioritising customer needs and delivering excellent service
• Accountability: seeks feedback and identifies opportunities for improvement or innovation
• Collaboration: Actively fosters collaboration, seeks input and effectively partners
• Resilience: Actively seeks opportunities for growth, demonstrates a strong commitment to self-improvement and has a growth mindset
• Flexibility: uses various techniques to influence others (lobbies, approaches decision makers, finds sponsors)
• Organisational Savvy: Demonstrates strong understanding of assigned strategy for the Business/ Function and creates strong team alignment to the strategy.

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: 26 September 2026.

go to method of application »

What you’ll do

Role purpose:

• The role of the Regional Manager: Estates is to manage and oversee the Estates and property portfolio within the respective region/s (e.g Western and /or Central Regions)– for optimal collaboration, regular travel to/within (WR/CR) regions and head office is required.
• This will include staff, contractor, vendor, customer and stakeholder management and relations. This to be conducted in a timely manner with the goal of optimising efficiencies and lowering costs and achieving favourable contractual terms whilst adhering to all regulatory and MAST’s policies, procedures, and processes. 

Who you are

Key accountabilities and decision ownership : 

• To manage rentals and develop initiatives to aggressively reduce cost.
• High productivity and entrepreneurial focus in managing operation, staff, vendors, and stakeholders.
• To maintain high standards, customer excellence and quality assurance
• To develop and implement innovative initiatives that will further reduce and optimise OPEX.
• To compile management, dashboard, strategic and operational reports, and presentations

Core competencies, knowledge, and experience:

• Stakeholder Management and Negotiation Skills
• Teamwork
• Customer Focus
• Critical decision making
• Execution excellence

Must have technical / professional qualifications: 

• Matric (Essential).
• Relevant Degree or Diploma such as (BSC -QS; Building Science; Civil Engineering; Project management, Town Planning, (Property Management – (Essential).
• Management courses or experience (e.g., MDP/MDC) (Desirable).
• 7+ Years relevant functional experience of which following is applicable.
• 2 to 3 years knowledge& experience of contractual legal requirements (Essential).
• 2 to 3 years Environmental knowledge & experience (Essential).
• 2 to 3 years Town planning knowledge & experience (Essential).