Vodafone

Senior Consultant – Multi Channel Support

Vodafone

full-time

Posted on:

Location Type: Office

Location: Cape Town • South Africa

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Job Level

Senior

About the role

  • To telephonically support general service queries and follow ups on existing Service Requests from BPs and internal services
  • Manage service requests and identify root cause of fault within the specified timeframes.
  • Fault management
  • Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes (Merged, ADS Tech Network and PST)
  • Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements.
  • Interpret data, analyse results and provide reports.
  • Identify, analyse, and interpret trends or patterns.
  • Identify improvement opportunities.
  • Support to provide support to our internal and external Customers.
  • Communicate with and respond to all Contact Centres pertinent information associated with fault management.
  • To investigate and resolve escalations from Call Centre and Management.
  • To escalate issues to other departments when needed, and follow up.
  • To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.

Requirements

  • Matric/Grade 12 (essential)
  • A minimum of 2-3 years’ experience in telecommunications.
  • 2 years in a call centre environment
  • 2 year experience in dealing with escalated queries
  • Relevant short courses (advantage)
  • 2 years relevant experience in the telecommunications industry (essential)
  • OR Matric is essential
  • Relevant courses/certificates
  • 2 years relevant experience in the telecommunications industry (essential)
  • National Diploma or Bachelor’s degree in Business, Telecommunications, or related field (preferred)
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, and 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 & Tools
fault managementtrend analysisdata interpretationreport draftingservice request managementescalation management
Soft Skills
communicationcustomer supportproblem-solvinganalytical thinkingteam collaboration
Certifications
National DiplomaBachelor’s degreerelevant short courses