Job Description

Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes (Merged, ADS Tech Network and PST) Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements. Owns outcomes and leads service excellence. Applies critical thinking and insight. Builds trust and influences effectively. Acts decisively under pressure. Plans and executes with precision. Collaborates across teams with ease. Communicates clearly and professionally. Delivers results with a customer-first focus. Delivers consistently on personal goals and KPIs. Builds strong internal and external networks. Produces clear, professional, and impactful documentation. Adapts quickly in a fast-changing environment. Maintains composure under pressure and setbacks. Acts with integrity and aligns to core values. Applies commercial thinking to drive client value. Strong analytical. Ability to work cross functionally in order to achieve desired results. Fault management. Excellent communication, interpersonal and problem-solving skills Aware of own strengths and development areas. Specialised knowledge of all Vodacom products and services Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions, etc) is essential Knowledge of GSM products and services and Telecommunications is essential Knowledge of Customer Care applications such as ICAP, Eppix and Siebel is essential Knowledge of Service Provider policies and procedures is essential Understanding of Mobile Data and its components, including GSM/GPRS/3G Customer focus with regards to understanding the service being delivered. Knowledge of Data Networks and its connectivity. Ability to define sometimes complex technical solutions Case and Incident Management Business Communication (Verbal & Written) Commercial Negotiation Conflict Resolution and Problem Solving Product Knowledge Time Management and Prioritization Reporting Skills Stakeholder Engagement and Internal Collaboration Adaptability in Fast-Paced Environments

Skills Required