Senior Consultant Experience Centre

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Role Purpose/Business Unit:

The Senior Consultant: Managed Services - Experience Centre provides dedicated end-to-end support to Business and Corporate customers through a one-stop-shop service model. As the primary point of contact, the role is responsible for managing customer queries, service requests and escalations, ensuring a seamless customer experience and timely resolution of issues.

The incumbent builds strong customer relationships, delivers exceptional service and works closely with internal teams to meet customer needs. Through proactive support and effective account management, the role contributes to customer satisfaction, retention and overall business growth.

Your responsibilities will include:

Customer Support & Service Management

• Act as the primary point of contact for allocated Business and Corporate customers.
• Receive, analyse and resolve customer support requests within agreed service levels.
• Determine the most appropriate solutions to customer queries and implement them effectively.
• Provide end-to-end support for assigned customer accounts.
• Ensure all customer requests are tracked, managed and resolved through to completion.
• Close the loop on all customer-specific support requests and provide feedback to stakeholders.

Customer Relationship Management

• Build and maintain strong one-on-one relationships with customer administrators and key stakeholders.
• Deliver a high level of customer service to enhance customer satisfaction and loyalty.
• Proactively identify customer needs and recommend suitable services and solutions.
• Drive customer retention through effective management of customer concerns and service requests.

Retention & Revenue Management

• Negotiate upgrades, retentions and service-related solutions in line with company policies and procedures.
• Support customer retention initiatives by managing upgrades, cancellations and churn reduction activities.
• Ensure strategic targets relating to customer retention and service performance are achieved.

Reporting & Analysis

• Compile and distribute monthly reports covering tariff optimisation, upgrades, churn management, customer issues and solutions, and service performance.
• Analyse trends and identify opportunities for service improvement and customer value enhancement.

Service Level & Performance Management

• Monitor and manage customer-specific Service Level Agreements (SLAs).
• Ensure all internal and external stakeholders adhere to agreed service commitments.
• Escalate service delivery concerns where necessary and drive resolution.
• Monitor retention, upgrade and cancellation targets, call centre service levels, Customer Delight Index (CDI) and Net Promoter Score (NPS).

The ideal candidate for this role will have:

• Matric / Grade 12 or NQF equivalent (Essential).
• 3-year Diploma or Degree in Business Management, Administration or a related field (Essential).
• 1-2 years' experience within the telecommunications industry in a customer service environment supporting Business or Corporate clients (Essential).
• Knowledge of telecommunications products and data applications (Essential).
• 6 months' account management or customer support experience (Advantageous).

OR

• Matric / Grade 12 or NQF equivalent (Essential).
• 2-5 years' experience within the telecommunications industry in a customer service environment supporting Business or Corporate clients (Essential).
• Knowledge of telecommunications products and data applications (Essential).
• 6 months account management or customer support experience (Advantageous).

Core competencies, knowledge, and experience:

• Customer Service Management
• Corporate Client Relationship Management
• Telecommunications Products and Services
• Time Management and Prioritisation
• Service Level Management
• Reporting and Trend Analysis
• Problem Solving and Escalation Management

Behavioural Competencies

• Customer Centricity
• Accountability
• Resilience
• Adaptability
• Collaboration
• Results Driven
• Initiative
• Professionalism
• Strong Relationship-Building Skills

We make an impact by offering:

• 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

Closing date for Applications: 08 October 2026.

The base location for this role is Midrand, Vodacom Campus.

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