Senior Consultant Retail CX & Close Loop

Job Description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.

Role Purpose/Business Unit:

• A key part of this role is to 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.
• The Senior Consultant Retail tNPS and Customer Experience will ensure that customers receive a high level of service with timeous and accurate execution through managing and delivery of various Retail Customer Experience projects.
• The actions within this role will have a direct impact on the RNPS , NPS and tNPS results of Vodacom and the Retail channel.

Your responsibilities will include:

• Best in class Customer Care: 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 to make sure it is part of the training curriculum
• Coordinating and liaising with various business units around the Trend analysis findings to address the source of the trend.
• System Management: Analyse, establish findings and solutions. Collaborate with various stakeholders to ensure feedback for improvements in processes and systems to continuously add value and ultimately make the processes and systems efficient and user-friendly.
• Display a high level of independence, confidence and “out-of-the-box” thinking. Involving people and encouraging participation. Motivating people and building trust amongst people. Building team spirit amongst all stakeholders.
• Effective support and communication. Ability to build strong relationships with internal and external customers / staff / colleagues /& other stakeholders.
• Reporting : daily , weekly, monthly and adhoc
• Evaluating the quality of work and ensuring the implementation of any quality related strategies.
• Ensure alignment with Vodacom policies, procedures and standards in all engagements and operational contexts as applicable.
• Encourage frequent knowledge sharing between team members
• Ensure the team is aware of compliance requirements and that all compliance and regulatory training is completed within required timelines.
• Various Customer Focused portfolios to be addressed and insights and actions

The ideal candidate for this role will have:

• 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)

Extreme Importance

• Deciding and Initiating Action
• Customer obsessed
• Persuading and Influencing
• Planning and Organising
• Delivering Results
• Meeting Customer Expectations
• Working with People
• Time management
• Quality orientated
• Analysing data

High Importance

• Relating and Networking
• Coping with Pressures and Setbacks
• Presenting and Communicating Information
• Writing and Reporting

Moderate Importance

• Achieving Personal Work Goals and Objectives
• Adhering to Principles and Values
• Adapting and Responding to Change
• Applying Expertise and Technology
• Formulating Strategies and Concepts

Baseline Importance

• Leading and Supervising
• Following Instructions and Procedures
• Creating and Innovating
• Learning and Researching

Job Knowledge:

• Computer Literacy – MS Office essential, Excel and PowerPoint proficiency required
• Vodacom Systems: MIID ; C3D ;Service base ; I Cap ;Lync ; Knowledgebase
• Customer Services Principles
• Vodacom Retail Sales and Customer Care Knowledge
• Vodacom Retail Channel business process knowledge
• Vodacom Repair Knowledge
• Vodacom Product & Service Knowledge

Job-Related Skills:

• Communication skills
• Customer centric
• Coordinating skills
• Interpersonal skills
• Problem Solving skills
• Planning and Organising skills
• Administrative skills
• Attention to Detail skills
• Time management 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: 11 December 2025.

The base location for this role is Vodacom, Midrand 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.