New Job January 2022 at Vodacom, Customer Experience Specialist

Customer Experience Specialist

At Vodacom, we work hard to build a better future. A more connected, inclusive, and sustainable world. As a dynamic global community, it is our human spirit, combined with technology, that enables us to make this happen.

We challenge and innovate to connect people, businesses, and communities around the world. Delighting our customers and earning their loyalty drives us as we experiment and learn quickly and do it together.

With us, you can truly be yourself and belong, share inspiration, seize new opportunities, prosper and make a real difference.

Role purpose and primary responsibilities

The purpose of the role:

The Customer Experience Specialist is responsible and authorized to:

Transform "as is" experiences into better "to be" experiences, while ensuring that the company takes action and implements appropriate actions at all stages to improve the overall customer experience and customer loyalty levels through points contact / dedicated channels, as well as their products and services.

You will take responsibility for the objective design and measurement of the customer experience provided by all touchpoints, including but not limited to the call center and retail.

Main accounts:

• Gain an understanding of customer requirements through:
• Review experiences as they are within the given product/service/channel portfolio
• Quantitative and qualitative information on existing products/services/channels
• Proactive participation in the Go To Market (GTM) process
• Design and implementation
• Improved future experiences that are not limited to the menu, but also apply to new products/services/channels
• Experienced KPI measurements appropriate for a specific product/service/channel
• Proper tool/process combinations for first-line support.
• Build effective professional relationships with business partners in CBU, VBU, MPESA, and channels.
• Manage expectations and priorities while maintaining delivery commitments for ongoing reviews, improvements, and monitoring.

Basic skills:

Strong analytical skills

commercially smart

stakeholder management

Time management and responsibility

Qualifications and professional experience:

Diploma in Business Administration or any other related career.

Two years of experience in customer experience.

Abilities

Dynamic prioritization and multitasking

Know the customer journey

Property

Training and mentoring

build a relationship

Expert contacts

amiability

Driving continuous improvement

Vodacom commitment

Vodacom is committed to attracting, developing, and retaining the best people by offering a flexible, stimulating, and inclusive workplace where 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 that respects, values, celebrates, and makes the most of individual differences between people - we are not just multinational, but multicultural. too. At Vodacom, you will have access to an excellent flexible benefits program that you would expect from any global company.

CLICK HERE TO APPLY

The application deadline is January 30, 2022.