Senior Business Support Consultant

2 weeks ago

Johannesburg, South Africa Vodacom Full time

Senior Business Support Consultant – Vodacom Vodacom Johannesburg, Gauteng, South Africa Role Purpose The Senior Business Support Consultant provides first, second and third line support in customer queries for Subscriber Collections and supports internal and external customers. Responsibilities Telephonically resolve general service queries from internal and external customers. Conduct service requests and identify root causes within the specified portfolio. Escalate issues to other departments when needed and follow up. Identify skills and knowledge gaps and provide feedback to Line Management and Training. Manage fault communication and escalation to relevant parties within predefined procedures and timeframes. Analyse data and conduct trend analysis with fault management to identify and manage escalation requirements. Interpret data, analyse results and provide ongoing reports. Locate and define improvement opportunities. Support external customers and communicate with Contact Centres regarding fibre fault management. Investigate and resolve escalations from Call Centre and Management. Draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions. Qualifications Matric / Grade 12 essential. Relevant Business diploma or degree essential. 3 years’ experience in Customer service and Collections Business Support. Collections Business Support essential. 2nd line Support essential.General management skills essential. Stakeholder engagement essential. Specialised knowledge of all Vodacom products, services and procedures. Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions etc). Knowledge of products and services and Telecommunications. Knowledge of Subscriber Collections applications such as ICAP, Siebel EBU, Eppix, M2 and Tallyman. Knowledge of Service Provider policies and procedures. Excellent knowledge of Computer Laptop. Knowledge of Collections, Finance and Fraud Processes. Ability to define sometimes complex solutions. Vodacom product and services knowledge essential. Conflict resolution skills essential. Problem solving skills essential. Analytics skills. Reporting skills. Attention to Detail and Accuracy. Apply Good Business Judgement. Employment Details Closing date for Applications: 21 October 2025. Base location: Midrand, Vodacom Campus. Equal opportunities employer. All qualified candidates, including individuals with disabilities, are encouraged to apply. #J-18808-Ljbffr

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