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 Enterprise Support Executive

Vodacom

Dar es Salaam, Dar es Salaam, Tanzania

Role Purpose

  • To ensure all daily after sales post-paid services are met.
  • To ensure all services are done within agreed SLA.

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 Billers desk when required

Core Competencies, Knowledge And Experience

  • Strong analytical skills
  • 2+ years’ experience 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

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