Senior Consultant: Partner Channel Support Desk

Role purpose:
To provide support, drive problem resolution, share knowledge, maintain relationships, support and manage partners accounts, meet strategic targets, to function as a specialised one-stop shop philosophy to our customers.

Your responsibilities will include:
Maintain all strategic targets

Drive self-service opportunities by way of automation and other available technologies

Receive and analyse service requests, close the loop by implementing the most appropriate solution

To co-ordinate & drive issue resolution with partners & internal counterparts in accordance with policies and procedures within allocated timeframes.

Provide regular and accurate feedback to internal and external partners.

Monitor the performance of all relevant parties to ensure that agreements are honoured

Drive iNPS participation, monitor and improve performance (Internal Net Promoter Score),

To establish and maintain a culture of continuous improvement to consistently improve our service offering to our partners

To build and maintain optimal relationships with internal & external key stakeholders

Conform to ITIL Service Management Standards

Recommend, implement & drive operational service improvement projects.

Churn management- Deploy a proactive strategy to retain a base at risk.

The ideal candidate for this role will have:
Must have technical / professional qualifications:
Matric is essential

Relevant Certificate / Diploma is optional 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients and or Indirect business partners essential

Knowledge of Data Applications

6 months support account management experience is an advantage

OR
Matric is essential

3-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients and or Indirect partners essential

Knowledge of Data Applications

6 months support account management experience is an advantage

Core competencies, knowledge and experience:
Inter-personal Skills Are Essential
Conflict Management Skills are essential

Negotiation Skills Are Essential
Excellent Communication (Written & Verbal) Skills are essential

Analytical Skills Are Essential
Decision making Skills are essential

Business report writing

Business Relationship Strategy (Networking)

Time Management Skills Are Essential
Planning Skills are essential

Administrative and organisational skills

Leadership Skills are and added advantage

Project Management( Foundation) Skills- are and added advantage

Closing date for Applications: 21 June 2023.
The base location for this role is, Midrand, Vodacom Campus.
The Companys 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.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.