Role Purpose/Business Unit:

• The Purpose of the ECLO Consultant is to case mange and ensure expert resolution of escalated customer complaints from (but not limited to) the office of CEO, EXCO, Regulatory bodies (ICASA & NCC) and the Media. They also serve as the primary point of contact for calls from the Midrand Switchboard of customers wanting to escalate their concerns to the CEO.

Your responsibilities will include:

End-to-End Case Management and Expert Resolution & Expert Resolution

• Respond to a new query within SLA via email / phone, SMS / other.
• Actively listen to / review correspondence to understand the customer’s requirements and diagnose the issue effectively.
• Ensure that all required supporting documentation is received from customer.
• Capture interactions, including alternative contact details on relevant CRM / Workflow / logging tools and ensure accurate classification of query.
• Establish and set clear expectations of when the customer should expect feedback or to follow up on outstanding documentation.
• Utilise all applications to execute prompt resolution of the query.
• Liaise with internal lines of business and supporting teams for information to conduct a thorough investigation.
• Set clear turn-around time is adhered to by supporting teams for investigations and actions and escalate non-compliance to supervisor.
• Ensure consistent feedback to the customer and stakeholders on the progress, as per agreement. (Call / Email / SMS/ Other)
• Ensure customer acknowledgement and acceptance of closure of the query and ensure that the customer has emailed confirmation of the resolution.

Root Cause Analyses (RCA)

• Conduct a thorough investigation of the query and document an RCA gives an overview of:
• The customers profile.
• The customer’s journey. 
• Identify the failure /pain points.
• Identify opportunities to fix and improve processes and systems.
• Escalate people failures to the relevant management teams to address behaviour.
• Log RCA on CRM /Workflow and Logging tools.

Stakeholder Collaboration

• Act as an SME, representing the team at operational cadences to identify and drive execution of opportunities to fix / improve processes / systems, eradicate failures and improve customer experience.
• Collaborate with subject matter experts, internal teams, and other stakeholders to identify, develop, and implement effective solutions for complex queries.
• Collaborate closely with customer support teams to understand the most common issues they encounter and the challenges they face while resolving them.

Other:

• Categorization and Prioritization: Classify service requests into appropriate categories and prioritize based on urgency and impact.
• Quality Assurance: Ensure that service requests are fulfilled in accordance with predefined standards and service level agreements (SLAs)

The ideal candidate for this role will have:

• Matric is essential.
• Diploma relevant bachelor’s degree (advantage)
• Minimum 2- 3 years relevant working experience in Customer Care and/or Retail environment is essential.
• Minimum of 2–3-years’ experience in dealing with escalated queries.
• Relevant short courses advantage

Core competencies, knowledge, and experience:

• Ability to work well under pressure while dealing with difficult customers and tight timelines.
• Excellent time management to identify and priorities work deliverables.
• Strong planning skills to effectively manage daily activities while being agile to adapt to unforeseen demand.
• Excellent communication (written and verbal) and interpersonal skills.
• Problem-solving mindset with the ability to manage complex situations and find practical solutions.
• Proficiency in utilising Vodacom application:
•  CRM: M2, M2Dealer, C3D, iCAP,
•  Workflow: C3D SRM, iCAP SRM,
•  Fastrack
•  MS Office: Word, Excel, MS Teams, Email, SharePoint.
•  Call centre tools: IWS, Tobi Assist & Call-back, Knowledge base. Reporting: Infoweb, QlickSense
•  Strong organizational skills and attention to detail.
•  Ability to collaborate effectively with cross-functional teams.
•  Customer-focused approach and commitment to delivering high-quality service.