Functional Escalations Specialist at Vodafone Global Enterprise

Role purpose:

The Escalations Functional specialist will be accountable for drafting, interpreting and analysing management information and statistical reports related to escalations. The individual will be responsible to propose action plans whilst maintaining relationships with key stakeholders in accordance with support area dependencies.

Your responsibilities will include:

• Compile & Interpret management information and statistical reports related to escalations and propose action plans e.g Weekly ECLO Escalations report, Weekly Root cause Analysis report,etc)
• Analyse customer escalations trends identified from Service requests received using the Weekly Escalations Report.
• Provide Weekly and Monthly feedback and recommendations to management & other role players of the identified trends.
• Actively engagement with Ops specialist and escalations team to identify process or system improvements and feedback to the escalations team to provide
• Provide high quality escalation feedback and resolution support and service to external stakeholders and internal Fibre support channels, including the Vodacom Chief’s, ME’s, etc. 
• Maintain relationships with internal and external relevant role players in accordance with area dependencies
• Ability to Initiate & Execute Ad-Hoc Projects whilst maintaining a high level service delivery.

The ideal candidate for this role will have:
Must have technical / professional qualifications: 

• Matric, plus 3 to 5 year's experience and
• Relevant Technical Qualification (e.g. 3-year Degree/Diploma/T3/S4/N6 National Diploma 

OR

• Matric plus minimum of 5 years experience in Fibre/Fixed Telecommunications and relevant courses e.g. Project management/service management courses or qualifications

Core competencies, knowledge and experience:

• Customer Service Delivery Experience
• Methodical and analytical
• Reporting Business Writing Skills
• Project Management
• Understanding of CRM system functionality
• Analytical thinking
• Decision making
• Interpersonal skills

A minimum of 3 – 5 years relevant experience in a customer management/facing role essential in:

• Fibre/Fixed Telecoms 
• Customer Service Delivery
• CX reporting & RCA reports
• Data Analysis

(Min Experience: 3 years with a technical qualification and 5 years with relevant courses)
Closing date for Applications:  08 August 2023.