Enterprise Support Executive
Vodacom Tanzania
Dar es Salaam, Tanzania
Full-Time
29th October 2020
Role Purpose
To ensure all daily after-sales post-paid services are met.
To ensure all services are done within agreed SLA.
Job Responsibility
Key accountabilities:
- Attending all issues escalated to EBU support help desk within the agreed SLA
- Work in conjunction with other stakeholders across departments to solve customer issues and improve customer experience.
- Be proactive in Reporting and making follow up on any Customer impacting issue / EBU support systems fault that has been reported to ITB and provide feedback regarding resolution on time.
- To ensure that VIP customers are given priority in responding/resolving their queries within the agreed SLA.
- To support Mpesa Biller's desk when required
Core competencies, knowledge, and experience
- Strong analytical skills
- 2+ years’ experience in industry or functional experience.
- Excellent communication skills
- Strong stakeholder engagement
- Strong customer service and customer satisfaction ethos. Delivering results.
- Interpersonal skills
- Excellent communication skills
- Telecommunications experience would be advantageous.
Technical/professional qualifications:
- Diploma in Business Administration, Economics, Marketing or its equivalent.
Skills
- Ownership
- Building Rapport
- Resilience
- Expert Advice
- Expert Communication
