Enterprise Support Executive
Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.
Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.
And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.
Role Purpose
- To ensure all daily after sales post-paid services are met.
- To ensure all services are done within agreed SLA.
Key accountabilities:
- Attending all issues escalated to EBU support help desk within the agreed SLA
- Work in conjunction with other stakeholders across departments to solve customer issues and improve customer experience.
- Be proactive in Reporting and making follow up on any Customer impacting issue / EBU support systems fault that has been reported to ITB and provide feedback regarding resolution on time.
- To ensure that VIP customers are given priority in responding/resolving their queries within the agreed SLA.
- To support Mpesa Billers desk when required
Core competencies, knowledge and experience
- Strong analytical skills
- 2+ years’ experience industry or functional experience.
- Excellent communication skills
- Strong stakeholder engagement
- Strong customer service and customer satisfaction ethos. Delivering results.
- Interpersonal skills
- Excellent communication skills
- Telecommunications experience would be advantageous.
Technical/professional qualifications:
Diploma in Business Administration, Economics, Marketing or its equivalent.
Skills
- Ownership
- Building Rapport
- Resilience
- Expert Advice
- Expert Communication
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.