Managing Executive: Customer Fulfilment
Vodacom
Johannesburg, Gauteng, South Africa
8d ago

Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.

6 million customers.From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho.

The mobile networks cover a total population of approximately 200 million people.Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent.

Vodafone is the majority shareholder of Vodacom and has a 65% share.

We’re at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts.

We’re immensely proud to be a leader in our field and are 100% committed to continue trailblazing.

  • We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations;
  • work relentlessly to really understand the customer; look at decisions through the customer’s eyes and take personal accountability for the customer experience.

    We have the below vacancy available in our Organisation :

    The E Band Managing Executive : Customer Fulfilment role is based within Enterprise Business Unit

  • The Managing Executive : Customer Fulfilment role owns Enterprise Service to our clients through the Service Delivery Framework and interlocks delivery through COPS;
  • Technology and Commercial. It takes responsibility of E2E service management design and implementation and co-ordinates Technology and COPS to ensure customer expectations of service are achieved.

    The role is responsible for ensuring E2E customer experience which encompasses all the customer facing activities related to the ongoing management and fulfilment of the contracted service with the customer.

    This includes continuous service improvement and service development with the customer.

    Maintaining / establishing a culture of customer centric behaviour is critical to success in this role - achieving an industry-

    leading net promoter score result, improving First Contact Resolution (FCR) rates, while reducing overall administrative expense is a core focus.

    Your Responsibilites will include :

    Enterprise customer service experience :

  • Drive the implementation of an Enterprise customer service experience as defined by the Customer Experience Design & Delivery in support of EBU’s commercial model
  • Deliver on NPS and tNPS in line with the overall commercial strategy
  • Contract Fulfilment :

  • Ensure that Vodacom and the customer deliver against contractual obligations and the management of commercial and contractual changes
  • Service Management :

  • Management and continuous improvement of theend to end service to the customer, mitigation of the service risks and management of service issues resolution and escalations.
  • Ensure the optimisation of the customer service experience across the defined verticals and segments where applicable
  • Service Operations :

  • Coordinates and carries out the activities and processes required to deliver and manage services at agreed levels for Enterprise customers.
  • Act as single point of contact for Enterprise customers
  • Accountable for the management of incident resolution and all service requests fulfilment
  • Technology Operations :

  • Responsiblefor the resolution of technology (network, platform, data centre, IT application) incidents and restoration of service to defined and agreed service levels
  • Core competencies, knowledge and experiences :

    Project Management

    Solution Design and Delivery

    Portfolio and Service Management

    Attention to detail

    Negotiating and influencing skills

    Ability to clearly communicate goals, concepts and processes that demonstrate the company'sCore Values

    Thought leader

    Results driven and customer focussed

    Strategically astute

    Ability to champion change and effectively manage theimplementation of new ideas

    Ability to inspire and facilitate outstanding customer service

    Key performance indicators :

    Incidents resolved with in SLA

  • Reductions in WIP
  • The ideal candidate for this role will have :

    10 to 15 years’ experience in the telecommunications or technology related environments e.g.(ICT, commercial or banking) with demonstrated experience in :

    Large scale customer operations

    Portfolio management

    Ability toincrease NPS results and reduce administrative expense

    Ability to build relationships and drive best in class process innovation

    General management skills particularly finance; marketing and HR

    The base location for this role is Midrand, Commercial Park

    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.

    The ideal candidate for this role will have :

  • Matric
  • A degree in commerce or a related field is essential whilst a post graduate qualification such as an MBA will be highly desirable
  • 10 to 15 years’ experience in the telecommunications or technology related environments e.g.(ICT, commercial or banking) with demonstrated experience in :
  • Large scale customer operations
  • Portfolio management

    Ability toincrease NPS results and reduce administrative expense

    Ability to build relationships and drive best in class process innovation

    General management skills particularly finance; marketing and HR

    The base location for this role is Midrand, Commercial Park

    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.

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