We’re at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts. We’re immensely proud to be a leader in our field and are 100% committed to continue trailblazing.
We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customer’s eyes and take personal accountability for the customer experience.
We have the below vacancy available in our Organisation:
The I Band Consultant: Social Media role is based within Customer Operations Business Unit.
The role of the Consultant: Social Media is to assist customers on social platforms as well as telephonic queries regarding Vodacom products and services.
Your responsibilities will include:
Resolve queries relating to Vodacom Products and Services
To Provide one stop service to all Vodacom customers, ensuring outstanding level of customer service
Receive and analyse requests for support to determine the nature and the extent of the support required. Provide a solution/support or develop a solution in accordance with policies and procedures. If necessary, escalate the need to the relevant role players for a solution and agreement on a time frame
Provide support in accordance with policies, procedures and legal requirements
Validate client information and ensure completeness and authorization
Ensure achievement of monthly departmental targets in accordance with policies, procedures, service level agreements and legal requirements Core competencies, knowledge and experience
Conflict resolution is essential
Specialised knowledge of all Vodacom products and services is essential
Understanding of internal Customer Care business processes and departments (quality, training, CIC; Info desk; Retentions, etc.) are essential
Job Related Skills:
Computer literate skills
Conflict handling skills
Problem Solving skills
High stress tolerance threshold
Communications skills – verbal, written and social savvy
Delivering Results and Meeting Customer Expectations
Persuading and Influencing
Following Instructions and Procedures
Adapting and Responding to Change
Relating and Networking
Deciding and Initiating Action
Working with People
Planning and Organising
Adhering to Principles and Values
Achieving Personal Work Goals and Objectives
Writing and Reporting
Learning and Researching
Creating and Innovating
The ideal candidate for this role will have:
Matric / Grade 12 is essential
Relevant degree/diploma is an advantage
A minimum of 1 to 2 year’s relevant working experience is essential
A minimum of 1 year call centre experience is essential
A minimum of 6 months social media contact centre experience is advantageous
Applicants must be fluent in English as all training and communication is conducted in English and is essential
An additional official language is beneficial
Register and Apply Online
The base location for this role is Techno Centre, Cape Town .
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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