Job Description

Job Summary We are currently seeking a highly motivated and dedicated Fibre Escalations Specialist to join our team in Midrand. The successful candidate will play a pivotal role in ensuring prompt resolution of all customer escalations directed to the Fibre Escalations team. A key aspect of this role is conducting comprehensive root-cause analyses and driving process enhancements across the organization to mitigate future escalations. The chosen candidate will be accountable for overseeing the entire lifecycle of customer escalations, ensuring adherence to established timeframes and service level agreements (SLAs). Environment Essential Qualification: 3 years Degree/Diploma - in Engineering or IT Studies xc3xa2xe2x82xacxe2x80x9c required. Minimum 3 years relevant working experience in customer care and/or retail environment is essential. Minimum 3 years experience in dealing with escalated queries. Understanding of CRM system functionality. Telecommunication (fibre) experience will be an advantage. Essential Functions/ : Manage end-to-end customer escalations ensuring first-time resolution of all escalations and maintaining optimal resolution turnaround times. Analyse customer escalation trends and identify process or system improvements. Provide root cause analysis for escalations and identify and implement improvements. Interpret and analyze management information and statistical reports related to escalations and propose action plans. Provide high-quality support and service to external and internal clients, including the Vodacom Chiefs, MExc3xa2xe2x82xacxe2x84xa2s, etc. Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLAs. Maintain relationships with internal and external relevant role players in accordance with area dependencies. Provide feedback and recommendations to management/role players of identified trends. Continuous follow-up must be implemented to ensure that the relationship is maintained. Execute and meet the outputs in accordance with strategic targets. Ensure the principles of connect, own, and solve are taken into account when dealing with the query. Ability to Execute Ad-Hoc Projects whilst maintaining a high level of service delivery. Competencies: Excellent communication skills (verbal and written). Conflict management and resolution. Excellent telephone etiquette or face-to-face customer interaction. Analytical thinking. Decision making. Interpersonal skills. Negotiation. Problem solving. Stress handling techniques. Time management. Telecommunication Technical Acumen. Reporting Writing Skills. Planning. KPIxc3xa2xe2x82xacxe2x84xa2s: Resolution of issues within SLA (90% of the time). Escalation to 2 nd line support within SLA. Pursuing RCA on ALL escalations. Addressing training needs where applicable. Generate performance reporting as per SLA. The ideal candidate for this role will have to meet the following special requirements: Ability to work under pressure. Ability to standby. Work environment: Contract Position Location: Midrand

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