At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Responsible for Self- Service Channels (IVR,USSD,TOBI,Website) by driving adoption and ensuring customers use these channels more. Responsible for developing and implementing strategies to improve self-service channels experience. Call Volume reduction by driving traffic to the self service channels. Also responsible for Voice of the Customer campaigns to address key customer pain-points.
Key Accountabilities
Develop and implement strategies meant to improve self-service channels.
IVR is the main Self-Service Channels for COPS – Ensure high containement rate as per annual targets by developing and implementing self-service initiatives that are meant to contain customers at IVR level. Also working with RPA team for automation solutions.
USSD – Develop and ensure implementation of self-service initiatives that will drive high containment rate for USSD self-service
Develop trace reports and summary and report Weekly and monthly for Self-Service channels
Drive Customer Education of Self-Service options
Organise and implement Voice of the customer campaigns based of customers pain points. These are segmented focus groups, customer interviews and any other VOC campaigns
Competencies
Good Commmunication skills
Persuasive communication
Strong detail-oriented Skills
Agile Mindset
Qualifications and Experience
Degree in Management, Business or a business-related field
Minimum of 5 years experience in Customer Service
Minimum 3 Year in Telecommunications
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.
Closing date: 28/10/2024
