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Customer Experience Specialist
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.
Role Purpose and Key Accountabilities
Role purpose:
The Customer Experience Specialist is responsible and empowered to:
- Convert
“As Is” experiences into better “To Be” experiences, whilst ensuring
the company acts and deploys appropriate actions in all stages to
improve the overall customer experience and levels of customer loyalty
across assigned touch points/channels as well as its products and
services. - Will take accountability for objectively designing and
measuring the customer experience delivered by all the touch points
that include but not limited to contact centre and retail
Key accountabilities:
Gain an understanding of customer requirements through:
- The review of As-Is Experiences within the assigned product/service/channel portfolio
- Quantitative and qualitative insights on existing products/services/ channel
- Proactive participation in the Go To Market (GTM) process
Design and implement
- Improved To-Be experiences which are not limited to existing but are also applicable to new products/services/channels
- Appropriate experience KPI measurements for a particular product/service/channel
- Appropriate toolkits/processes for the frontline support.
- Build effective professional relationships with business partners across CBU, VBU, MPESA and Channels.
- Managing
expectations and priorities whilst maintaining delivery commitments
towards experience reviews, improvements and continuous monitoring.
Core competencies:
- Strong Analytical skills
- Commercially astute
- Stakeholder management
- Time management and accountability
Professional qualifications & Experience:
- Diploma in Business Administration or any other related field.
- 2 years of experience in Customer Experience
Skills
- Dynamic Prioritisation and Multi Tasking
- Customer Journey Knowledge
- Ownership
- Coaching and Mentoring
- Building Rapport
- Expert Communication
- Empathy
- Drives Continuous Improvement
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.
The deadline for submitting the application is 30 January 2022.
