Position : Manager: Service
Location: Dar Es Salaam Head Office - Tanzania, Tanzania
Job ID: VDEBU41
Role purpose:-
To ensure service delivery to corporate customers who have subscribed to Vodacom services are always being maintained and receive top class support. And ensure that all requests related to service delivery to customer are managed under set SALs together with proactively provide service support with frequent feedback to customers, Key account managers, Sales managers and business support desks as frequently as possible.
Key accountabilities and decision ownership
Provide first level support to corporate customersManage and resolve customers’ complaints efficiently and effectively.Liaise with Account Managers regarding all aspects of customer’s issues.Assist follow up on operation of business deskEnsure full knowledge of all VTPL products and services.Maintain Customer relationship in order to avoid churn.Individually responsible for Top 15 accounts.Handling and providing customers with solutions related and value added services.Handle all renewal activities while ensuring customer full compliance.Handle all handset related queries while ensuring that Sales Team is frequently made aware/trained with newer versions as they surface in market.Ensure that VTPL acquires Lion share into all serviced accounts.Drive all customer clinics and service projectsDrive accounts development planning time to timeEnsure smooth transition of acquired customer that fall under service qualificationProvide necessary analytical reports relative to accounts performancesIdentify any risk of accounts and provide necessary actions required timely.
Core competencies, knowledge and experience
Customer – Centric Attitude: Put customer at the centre of everythingPowerful Communicator: Able to communicate effectively with their teams.Empathy to Customer: need to solve the difficult customer situations.Motivator: Self-Motivation and Team motivationMaster of priority: Proactive strategy executionProblem Solving Skills: Ability to provide timely solutions.
Must have technical/professional qualifications:
University degree or MBA advantage3 to 5 years’ work experience is sales/service provisionExperience in support, billing, technical and system development/planning within the ICT/Managed Outsourced services space/GSM spaceDrafting and defining BRS (Business Requirement Specifications) documentationExperience with go-to-market and customer experience journeysOnline & self-service portal experience.Ability to report sales figures, and trends
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