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JOB OPPORTUNITY AT VODACOM TANZANIA




DETAILS 

POSITION: DIGITAL SUPPORT EXECUTIVE 
EMPLOYER: VODACOM TANZANIA 
DUTY STATION: DAR ES SALAAM,  TANZANIA 

ABOUT VODACOM TANZANIA 

Vodacom Tanzania is a subsidiary company of Vodacom Group (Pty) Limited, South Africa which is also a subsidiary of Vodafone Group UK. Vodacom Group (Pty) Limited owns a majority share portion of 65%, the remaining 35% is owned by Tanzanian shareholder, one Mirambo Ltd.

Vodacom Business is a leading provider of converged communication solutions that are customer-centric, technology-driven, cost-effective, and innovative and generate sustainable value. Vodacom customers can now meet all their communication requirements, from mobile telephony through internet access to hosted applications, with a single service provider.


ABOUT VODACOM CAREERS

Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

ABOUT THE VACANCY 

Full Time / Part Time:  Full Time
Contract Type:  Permanent

OVERALL: 
▪︎ Self-Care & Social Media Executive position, is accountable for our digital and self - service solutions with the objective of offering superior customer service, by coordinating activities with relevant stakeholders and promoting alternatives contact channels including IVR, USSD, social media platforms etc with the purpose of improving Customer Experience.

DUTIES: 
▪︎ Coordinate all activities to enhance existing and create new opportunities for self-help services (USSD, IVR etc) tailored to suit customers’ needs and improve customer experience
▪︎ Accountable for the implementation of action plan for all self-help initiatives in alignment with Customer Service Strategy
▪︎ Overall management of social media desks through partner to ensure that all the performance targets are met
▪︎ Analyze the needs of the customers to provide precise information to customers by maximizing the utility of the Self – Care channels
▪︎ Work with other stake holder’s example marketing to coordinate campaigns with social media strategies which include review of data on the performance of social media platforms and adjust plans or strategies to optimize outreach
▪︎ Design, create and manage promotions and “do you know “campaigns with the purpose of addressing First Call Resolution and therefore improve Customer experience.
▪︎ Consolidate reports on self- help services which will highlight areas of improvement and facilitate decision making process

Skills:
▪︎ Digital Advocacy
▪︎ Customer Journey Knowledge
▪︎ Ownership
▪︎ Building Rapport
▪︎ Resilience
▪︎ Expert Advice
▪︎ Expert Communication
▪︎ Empathy

APPLICATION PROCEDURE

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