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Senior Consultant: Partner Channel Support Desk

4 weeks ago

Midrand, South Africa Vodafone Full time

**Role purpose**:
To provide support, drive problem resolution, share knowledge, maintain relationships, support and manage partners accounts, meet strategic targets, to function as a specialised one-stop shop philosophy to our customers.

**Your responsibilities will include**:
Maintain all strategic targets
Drive self-service opportunities by way of automation and other available technologies
Receive and analyse service requests, close the loop by implementing the most appropriate solution
To co-ordinate & drive issue resolution with partners & internal counterparts in accordance with policies and procedures within allocated timeframes.
Provide regular and accurate feedback to internal and external partners.
Monitor the performance of all relevant parties to ensure that agreements are honoured
Drive iNPS participation, monitor and improve performance (Internal Net Promoter Score),
To establish and maintain a culture of continuous improvement to consistently improve our service offering to our partners
To build and maintain optimal relationships with internal & external key stakeholders
Conform to ITIL Service Management Standards
Recommend, implement & drive operational service improvement projects.
Churn management
- Deploy a proactive strategy to retain a base at risk.

**Must have technical / professional qualifications**:
Matric is essential
Relevant Certificate / Diploma is optional 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients and or Indirect business partners - essential
Knowledge of Data Applications
6 months support account management experience is an advantage

**OR**

Matric is essential
3-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients and or Indirect partners - essential
Knowledge of Data Applications
6 months support account management experience is an advantage

**Core competencies, knowledge and experience**:
Inter-personal Skills are essential
Conflict Management Skills are essential
Excellent Communication (Written & Verbal) Skills are essential
Negotiation Skills are essential
Analytical Skills are essential
Decision making Skills are essential
Business report writing
Business Relationship Strategy (Networking)
Time Management Skills are essential
Planning Skills are essential
Administrative and organisational skills
Leadership Skills are and added advantage
Project Management( Foundation) Skills
- are and added advantage

Closing date for Applications**:21 June 2023.**

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 organisational culture that recognises, appreciates and values diversity & inclusion.

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