Senior Specialist Social Media Escalations Vodapay

3 days ago

Midrand, South Africa Vodafone Full time

**Role Purpose**:
The successful incumbent will be responsible for managing, dealing and resolving all Social Media Escalations for VodaPay. To bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction. The role will also handle complaints received through various Social Media platforms Solving/answering prospect and customer issues, complaints, questions/queries in close coordination with the other portfolio’s in Vodacom Financial Services.

**Your responsibilities will include**:
Handle all customer queries and complaints raised on the social platforms like Facebook, Instagram, Snapchat and twitter.
Connect with the customers through call / E-Mail / Social platforms to provide the best possible resolution.
Understand the customer grievances and provide appropriate resolution.
Develop and maintain a prioritized Issue List and Action Plan to drive resolution to critical issues.
Report to senior leadership team across VFS on insight into the current state of the customer relationship with escalated queries
Analyze and monitor customer Problems and issues
Supply regular status updates for all escalated queries to Senior Leadership team
Identify, manage and record escalation trends and collaborate with the Senior Leadership team in the organisation on queries that are impacting their areas to ensure appropriate changes are made to improve customer satisfaction
Review and identify root cause for all escalated queries requests and use this information to improve continuously customer experience
Analyzed escalation trends and produce strategic recommendations to proactively addressed issues.
Maintained discipline and regular communication with customers across all levels, while building credibility through timely action and responsiveness during the escalation.
Follow up with customers' issues that required more in-depth work to find solutions.
Provide accurate and appropriate information in response to customer inquiries.
Built customer loyalty by placing follow-up calls for customers who escalated issues.
Manager and defuse tense customer interactions in a courteous manner.

Matric or Grade 12- Essential
Relevant 3 year tertiary qualification - Essential
A minimum of 5 to 10 years relevant experience in the following:
Customer Experience
Business Management
Experience dealing with senior leadership teams and partners
Proven track record of recommending changes across multiple areas.

OR
Matric essential
Completion of relevant commerce and or leadership courses
A minimum of 8to 10 years relevant experience in the following:
Customer Experience
Business Management
Experience dealing with senior leadership teams and partners
Proven track record of recommending changes across multiple areas.

The base location for this role is Midrand, Vodacom 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 organizational culture that recognizes, appreciates and values diversity & inclusion.

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