Senior Specialist: Customer Experience and Liaison

3 days ago

Midrand, South Africa Vodafone Full time

**Role purpose**:
To manage, lead and transform the interaction, feedback, and direct liaison with customers who are not falling into the formal category of Service Management and Resolver Teams but require focused activities and actions related to an improved Customer Experience Value chain. To maintain and evidence the status of a professional and high-performing customer service and experience team within the Customer Service Operations Centre (CSOC) Division.
Ensuring KPIs and business objectives are met, and providing exquisite customer service to Enterprise Business and SME customers of Vodacom with, in-life services from Vodacom which falls in the bracket of FMS and BI services.
The following disciplines are included in the day-to-day operations of the role:
VB FMS & BI executive escalation management.
Improved customer and service operations experience.
Customer executive liaison, feedback, and updates.
Official close-out and coordination of all activities related to incidents which resulted in problem management activities, and service improvement activities.
Engage with customers on the executive level with formal business review sessions, including all parties who are in the process of service improvement.
Management of and close the loop activities highlighted via NPS survey negative ratings ensuring customers are updated and informed about next steps and actions to improve their services.
Reporting of activities related to all activities listed above.
Special Projects as associated with Customer Experience Journeys.
Work with the technology teams to ensure a seamless brand and buying experience with the technology.

**Your responsibilities will include**:
Drive loyalty at every point along the customer journey.
- Interacting with customers across channels and platforms, coordinating with all internal stakeholders such as product design and development, sales, marketing, account management, and service management to keep fine-tuning the customer experience.
- Capture and analyze signals, predict behavior and create experiences that keep customers wanting more.
- Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities
- Raising red flags wherever the business process - billing, installation, or anything pre or post-sales - needs correction to ensure the customer has a seamless experience with the company
- Full ownership of all executive escalations and CEM activities within the FMS and BI product range.
- Act as an official extension and liaison with customers with and on behalf of EHOD: CSOC Division.
- Provide guidance and lead multiple teams to ensure customers are taken care of during all incidents resulting in executive escalations and to show Vodacom’s professional approach towards the CEM value chain.
- Identify practice failures and improvement activities visible during Service Improvement associated with major incident fall-outs.
- Develop a close relationship with:
- CEO ECLO teams.
- COPS.
- Regions.
- VB Account Management teams.
- VB Service Management teams.
- VBTS teams across the spectrum of involvement and activities related to Techno Operational work required and executed.
- Vendors responsible for service improvement.

Ensure taps negative comments are identified, captured, classified, and actioned back to the customers with formal reporting and one on one feedback in business review sessions with customer executive teams.
- Delivering CEM activities against business requirements/performance objectives/targets through stakeholder coordination, management, and engagement.
- Ensure continuous improvements with customers in the CEM value chain and drive efficiencies.
- Identify new ways of working through Digital Transformation and Robotic Process Automation initiatives and proposals identified during major escalation and incident fallouts.
- Assist with the management of the CSOC performance against relevant Service Level Agreements and tips targets.**Ideally you should possess the following**:
Matric/Grade 12 is essential.
Minimum 5 - 8 years experience in customer engagement and executive liaison.
At least 2 years of experience in a Techno operational environment.
Customer centricity and CEM are always the number one priority with evidence of improvement activities.
ITIL knowledge, disciplines, and working certification completion.
Excellent stakeholder engagement skills and communication skills on all levels including C-Level engagement (verbal and written)
People Leadership, conflict handling and influencing skills, and managing escalations and the root cause thereof in an effective manner
Analytical and Problem-solving skills; innovative thinking.
Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
Ensuring the CX strat

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