Senior Consultant Multi Channel Support

Role Purpose/Business Unit:

The Senior Consultant: Multi Channel Support plays a pivotal role in driving operational excellence and customer satisfaction across Vodacom’s digital and assisted service channels. This role is responsible for providing expert guidance, strategic insights, and hands‑on support to optimize the performance, integration, and user experience of all multi‑channel platforms, including chat, social media, email, and self‑service portals. The consultant collaborates closely with cross‑functional teams to ensure seamless customer journeys, resolve complex issues, and implement innovative solutions that align with Vodacom’s digital transformation goals, ensuring that all channels deliver consistent, efficient, and high‑quality support experiences.

Your responsibilities will include:

• To telephonically support general service queries and follow ups on existing Service Requests from BPs and internal services
• Manage service requests and identify root cause of fault within the specified timeframes.

Fault management

• Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes (Merged, ADS Tech Network and PST)
• Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements.
• Interpret data, analyse results and provide reports.
• Identify, analyse, and interpret trends or patterns.
• Identify improvement opportunities.

Support

• To provide support to our internal and external Customers.
• Communicate with and respond to all Contact Centres pertinent information associated with fault management.
• To investigate and resolve escalations from Call Centre and Management.
• To escalate issues to other departments when needed, and follow up.
• To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.

The ideal candidate for this role will have:

• Matric/Grade 12 (essential)
• A minimum of 2-3 years’ experience in telecommunications.
• 2 years in a call centre environment
• 2 year experience in dealing with escalated queries
• Relevant short courses (advantage)
• 2 years relevant experience in the telecommunications industry (essential)

OR

• Matric is essential
• Relevant courses/certificates
• 2 years relevant experience in the telecommunications industry (essential)
• National Diploma or Bachelor’s degree in Business, Telecommunications, or related field (preferred)

Core competencies, knowledge, and experience:

• Owns outcomes and leads service excellence.
• Applies critical thinking and insight.
• Builds trust and influences effectively.
• Acts decisively under pressure.
• Plans and executes with precision.
• Collaborates across teams with ease.
• Communicates clearly and professionally.
• Delivers results with a customer‑first focus.
• Delivers consistently on personal goals and KPIs.
• Builds strong internal and external networks.
• Produces clear, professional, and impactful documentation.
• Adapts quickly in a fast‑changing environment.
• Maintains composure under pressure and setbacks.
• Acts with integrity and aligns to core values.
• Applies commercial thinking to drive client value.
• Strong analytical.
• Ability to work cross functionally in order to achieve desired results.
• Fault management.

• Excellent communication, interpersonal and problem‑solving skills
• Aware of own strengths and development areas.
• Specialised knowledge of all Vodacom products and services
• Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions, etc) is essential
• Knowledge of GSM products and services and Telecommunications is essential
• Knowledge of Customer Care applications such as ICAP, Ep