Senior Consultant: Partner Channel Support Desk at Vodafone Global Enterprise

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.

The ideal candidate for this role will have:
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