Senior Consultant, Retail CX, Close Loop
Vodafone
full-time
Posted on:
Location Type: Office
Location: Midrand • 🇿🇦 South Africa
Visit company websiteJob Level
Senior
About the role
- Manage all Customer responses on various survey platforms from resolving and recovering of customer, improving business area and keeping track of improvement areas
- Analysing the data, establishing findings and solutions and collaborate with various stakeholders and business units to action on improvements to optimise the customer experience
- Ensuring that Customers receive a high level of service with timeous and accurate execution of interaction and transaction within Retail touchpoints
- Customer interaction across all customer touch points is assessed to ensure that the business NPS remains ahead of competitors by creating awareness of Customer Experience insights within the channels
- Addressing specific focus areas of concern and how improvements can be actioned
- A quality Close loop process within Retail environment with various Customer survey feedback methods to be managed
- Identifying gaps, opportunities and trends and review of Retail Customer Experience strategies to align with Vodacom strategies
- Identify training needs and address with Training department
- Coordinating and liaising with various business units around the Trend analysis findings to address the source of the trend
Requirements
- Matric (Essential)
- Degree (Preferred)
- Experience in Vodacom frontline Retail and/or Customer Care Environment (Essential)
- Experience in managing of escalations/ queries (Advantage)
- Customer Care Environment (Essential)
- Customer care and soft skills training courses (Advantage)
- Computer Literacy – MS Office essential, Excel and PowerPoint proficiency required
- Vodacom Systems: MIID ; C3D ;Service base ; I Cap ;Lync ; Knowledgebase
- Vodacom Retail Sales and Customer Care Knowledge
- Vodacom Retail Channel business process knowledge
- Vodacom Repair Knowledge
- Vodacom Product & Service Knowledge
Benefits
- Enticing incentive programs and competitive benefit packages
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits
- Advantages fibre connection discounts
- Exclusive staff discounts offered in collaboration with partner companies
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer experience optimizationtrend analysisescalation managementcustomer care trainingcomputer literacyExcel proficiencyPowerPoint proficiency
Soft skills
customer servicecollaborationcommunicationproblem-solvingstakeholder management