Job Description

When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025
Role Purpose/Business Unit:
To provide support, negotiate agreements, compile reports, maintain relationships, manage accounts, and problem resolution, to function as a specialised one-stop shop philosophy to our customers.
Your responsibilities will include:

• Receive and analyse requests for support, determine the most appropriate solution and implement accordingly
• Negotiate deals with customers in accordance with policies and procedures within allocated timeframes
• Compile monthly reports on:

• Tariff Optimisation
• Upgrades,
• Churn
• Problem solutions
• Monitor the performance of all relevant parties to ensure that agreements are honoured
• Maintain all strategic targets

• Retentions (upgrades, cancellations)
• Call centre Service levels
• Customer Delight Index + NPAS (Net Promoter Score)
• Manage all customer specific bespoke SLA's and ensure adherence

• Perform end to end support for these accounts
• Conform to ITIL Service Management Standards
• Built one on one relationships with the customer administrators supported

• Close the loop on all customer specific support requests

The ideal candidate for this role will have:

• Matric is essential
• Relevant Certificate / Diploma is essential
• 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients - essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

OR

• Matric is essential
• 3-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients - essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

Job Related Skills:

• Verbal and written business skills
• Analytical
• Interpersonal
• Decision making
• Business report writing
• Communication
• Networking
• Time Management
• Planning
• Administrative and organisational skills

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications:02 September 2025.
The base location for this role is Vodacom, Midrand Campus.
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.
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.