Executive Client Liaison Officer: Senior Consultant

2 weeks ago

Midrand, South Africa Vodafone Full time

**.**:
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 2024.

**Role Purpose/Business Unit**:
The Purpose of the ECLO Consultant is to case manage and ensure expert resolution of escalated customer complaints from (but not limited to) the office of the CEO, EXCO, Regulatory bodies (ICASA & NCC), and the Media. They also serve as the primary point of contact for calls from the Midrand Switchboard of customers wanting to escalate their concerns to the CEO.

**Your responsibilities will include**:
**End-to-End Case Management and Expert Resolution & Expert Resolution**
- Actively listen to / review correspondence to understand the customer’s requirements and diagnose the issue effectively.
- Ensure that all required supporting documentation is received from customer.
- Capture interactions, including alternative contact details on relevant CRM / Workflow / logging tools and ensure accurate classification of query.
- Establish and set clear expectations of when the customer should expect feedback or to follow up on outstanding documentation.
- Liaise with internal lines of business and supporting teams for information to conduct a thorough investigation.
- Set clear turn-around time is adhered to by supporting teams for investigations and actions and escalating non-compliance to the supervisor.

**Root Cause Analyses (RCA)**
- ** Conduct a thorough investigation of the query and document an RCA gives an overview of**:

- The customer profile.
- The customer’s journey.
- Identify the failure /pain points.

**.**:

- Identify opportunities to fix and improve processes and systems.
- Escalate people failures to the relevant management teams to address behaviour.
- Log RCA on CRM /Workflow and Logging tools.
- Stakeholder Collaboration
- Act as an SME, representing the team at operational cadences to identify and drive execution of opportunities to fix / improve processes / systems, eradicate failures and improve customer experience.
- Collaborate closely with customer support teams to understand the most common issues they encounter and the challenges they face while resolving them.

**Other**:

- Categorization and Prioritization: Classify service requests into appropriate categories and prioritize based on urgency and impact.
- Quality Assurance: Ensure that service requests are fulfilled in accordance with predefined standards and service level agreements (SLAs)
- Matric is essential.
- Diploma relevant bachelor’s degree (advantage)
- Minimum 2- 3 years relevant working experience in Customer Care and/or Retail environment is essential.
- Minimum of 2-3-years’ experience in dealing with escalated queries.
- Relevant short courses advantage

**Core competencies, knowledge, and experience**:

- Ability to work well under pressure while dealing with difficult customers and tight timelines.
- Excellent time management to identify and priorities work deliverables.
- Strong planning skills to effectively manage daily activities while being agile to adapt to unforeseen demand.
- Excellent communication (written and verbal) and interpersonal skills.
- Problem-solving mindset with the ability to manage complex situations and find practical solutions.
- Strong organizational skills and attention to detail.
- Ability to collaborate effectively with cross-functional teams.
- Customer-focused approach and commitment to delivering high-quality service.
- CRM: M2, M2Dealer, C3D, iCAP,
- Workflow: C3D SRM, iCAP SRM,
- Fastrack
- Call centre tools: IWS, Tobi Assist & Call-back, Knowledge base.
- Reporting: Infoweb, QlickSense

**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 fiber connection discounts, and exclusive staff discounts offered in collaboration with partner companies.

Closing date for Applications**:13 May 2024.**

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.

  • Liaison Officer

    4 weeks ago

    Midrand, South Africa Independent HR Consultant Full time

    **Liaison Officer**: 1. Sending weekly / bi-weekly expert outstanding lists 2. Resolving all queries related to expert 3. Follow up with expert on overdue/urgent reports and ensure submission by specific due dates 4. Allocation of patient days - preps and interviews 5. Allocation of reports to be typed 6. Management of expert schedule 7. Prioritising...

  • Liaison Officer

    4 weeks ago

    Midrand, South Africa Independent HR Consultant Full time

    Liaison Officer:1. Sending weekly / bi-weekly expert outstanding lists2. Resolving all queries related to expert3. Follow up with expert on overdue/urgent reports and ensure submission by specific due dates4. Allocation of patient days - preps and interviews5. Allocation of reports to be typed6. Management of expert schedule7. Prioritising of outstanding...

  • Liaison Officer

    2 weeks ago

    Midrand, Gauteng, South Africa Independent HR Consultant Full time

    Liaison Officer:1. Sending weekly / bi-weekly expert outstanding lists2. Resolving all queries related to expert3. Follow up with expert on overdue/urgent reports and ensure submission by specific due dates4. Allocation of patient days - preps and interviews5. Allocation of reports to be typed6. Management of expert schedule7. Prioritising of outstanding...

  • Client Liaison Officer

    1 week ago

    Midrand, South Africa Fidelity Services Group Full time

    Job Title**: Client Liaison Officer** Location: Fidelity ADT Midrand Reports to: **Job Summary**: **Key Responsibilities**: - Troubleshooting and resolving customer issues and complaints - Act as the main point of contact for all sites - Understand client needs and objectives, ensure their expectations are met - Coordinate with internal teams to address...

  • Executive Client Liaison Officer: Senior Consultant

    2 weeks ago

    Midrand, Gauteng, South Africa Vodafone Full time

    :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 2024.Role Purpose/Business Unit:The Purpose of the ECLO Consultant is to case manage and ensure expert resolution of escalated customer complaints from (but not limited to) the office of the CEO, EXCO, Regulatory bodies...

  • Client Liaison Offer

    2 weeks ago

    Midrand, Gauteng, South Africa G4S Full time

    Job Introduction The Client Liaison Officer is responsible to provide superior customer service by attending to and solutioning client queries in a professional manner and within the agreed timelines.Main ResponsibilitiesQuery Resolution Attend to all client queries timeously, professionally and effectively within the agreed SLA (timelines) Provide solutions...

  • Mobile Client Liaison Officer

    4 weeks ago

    Midrand, South Africa Salt Employee Benefits Full time

    PURPOSE OF THE ROLE:To receive and perform quality assurance on documents and assessment of claims for legitimacy based on the specialized requirements of the role.To initiate all new claims received on the operating system used by Salt Employee BenefitsTo follow up on behalf of members on all outstanding claim paymentsTo deal with member queries and advise...

  • Client Liaison Offer

    4 weeks ago

    Midrand, South Africa G4S Full time

    Job Introduction The Client Liaison Officer is responsible to provide superior customer service by attending to and solutioning client queries in a professional manner and within the agreed timelines. Main Responsibilities **Query Resolution** - Attend to all client queries timeously, professionally and effectively within the agreed SLA (timelines) -...

  • Senior Accounts Controller

    7 days ago

    Midrand, South Africa Independent HR Consultant Full time

    **Senior Accounts Controller** - Location: Midrand_ Company Overview: Our esteemed client in Midrand, focusing on specialized management of information and knowledge in medical and legal activities, is seeking an experienced Senior Accounts Controller to drive efficiency and accuracy within their financial department. **Key Responsibilities**: 1. Invoicing...

  • Senior Accounts Controller

    2 weeks ago

    Midrand, Gauteng, South Africa Independent HR Consultant Full time

    Senior Accounts Controller Location: Midrand_Company Overview:Our esteemed client in Midrand, focusing on specialized management of information and knowledge in medical and legal activities, is seeking an experienced Senior Accounts Controller to drive efficiency and accuracy within their financial department.Key Responsibilities:Invoicing Oversight: Ensure...

  • Sustainability Consultant

    2 weeks ago

    Midrand, Gauteng, South Africa Edge Executive Search Full time

    Sustainability Consultant Permanent JHB00326 Business Gauteng, Midrand R R Annually Cost To Company (Market related, Negotiable) A dynamic Corporate Consulting firm in Johannesburg are in search of a Sustainability Consultant to assist with their Sustainable/ESG/ Enviromental/Social strategies and initiatives.Requirements: Qualification in...

  • Senior Manager: CEOs Office

    2 months ago

    Midrand, South Africa Construction Education & Training Authority Full time

    **JOB PURPOSE AND PROFILE** The incumbent is responsible for being a trusted advisor and operator for the Chief Executive’s Office (CEO). Provide high-level strategic support to the CEO in planning, executing, and ensuring the success of the CEO’s mandate by facilitating the efficient and effective functioning of the CEO’s Office. Drive the...

  • Senior Planner

    4 weeks ago

    Midrand, South Africa Edge Executive Search Full time

    Join Our Client as a **Senior Planner!** Are you passionate about fashion and thrive in a dynamic, fast-paced environment? Our client is seeking a talented individual to fill the role of** Senior Planner** and contribute to our vibrant team. **Key Requirements**: - **3-Year Tertiary Qualification**: A solid educational background is essential, providing...

  • Senior Administrative Officer

    3 weeks ago

    Midrand, South Africa TRSS Security Full time

    Urgent vacancy exists for an experienced Senior Administrator within the Security Industry. Advanced Excel Skills Previous experience with Client Liaison/Public Relations Excellent Time Management Skills Must be able to work under pressure and multitask Excellent Business Writing Skills Excellent phone ethics Excellent client skills Excellent phone...

  • Senior Manager: CEOs Office

    2 weeks ago

    Midrand, Gauteng, South Africa Construction Education & Training Authority Full time

    JOB PURPOSE AND PROFILEThe incumbent is responsible for being a trusted advisor and operator for the Chief Executive's Office (CEO). Provide high-level strategic support to the CEO in planning, executing, and ensuring the success of the CEO's mandate by facilitating the efficient and effective functioning of the CEO's Office. Drive the organisations...

  • Senior Planner

    2 weeks ago

    Midrand, Gauteng, South Africa Edge Executive Search Full time

    Join Our Client as a Senior PlannerAre you passionate about fashion and thrive in a dynamic, fast-paced environment? Our client is seeking a talented individual to fill the role of Senior Planner and contribute to our vibrant team.Key Requirements:- 3-Year Tertiary Qualification: A solid educational background is essential, providing you with the...

  • Executive Personal Assistant

    3 weeks ago

    Midrand, South Africa Afrirent Holdings Full time

    We are looking for a dynamic individual to join our Company To provide end-to-end secretarial support to the Executive(s) by acting as the first point of contact to ensure all administrative requirements are handled within the required timeframes and standards. Duties may include, but is not limited to the following: - Diary management for an MD & senior...

  • Landlord Liaison

    2 weeks ago

    Midrand, South Africa Siyakha Consulting Full time

    **Job Title: Landlord Liaison** We are looking for a dynamic and motivated individual to join our team as a Landlord Liaison. **Responsibilities**: - Monitor expiry dates of lease agreements and ensure timely renewal. - Maintain effective communication and relationship building with landlords. - Provide detailed reports of landlord meetings to...

  • Senior Administrative Officer

    2 weeks ago

    Midrand, Gauteng, South Africa TRSS Security Full time

    Urgent vacancy exists for an experienced Senior Administrator within the Security Industry.Advanced Excel SkillsPrevious experience with Client Liaison/Public RelationsExcellent Time Management SkillsMust be able to work under pressure and multitaskExcellent Business Writing SkillsExcellent phone ethicsExcellent client skillsExcellent phone ethicsMust be...

  • Landlord Liaison

    2 weeks ago

    Midrand, Gauteng, South Africa Salesworx Full time

    Our client is one of SA's leading outdoor advertising companies, and their team is growing.We are on the hunt for an experienced Client Liaison/Property Manager who is not only customer centric but has strong property administration, contract, paralegal background.This posts will require travel nationally.KPI'sContract ManagementExpiry dates of lease...