Customer Care Job at Vodacom

Role Purpose and Key Responsibilities

Role Purpose:

As sellected  candidate at Vodacom Tanzania you will oversee the complete operations of Customer Care across key customer interaction points Such as Call Centre, IVR, Digital platforms and Backing Office. You will also be responsible for managing vendor relationships so that to ensure exceptional customer experiences within the approved budget and contractual agreements. Without forgetting driving the transformation of Customer Services so that to enhance efficiency and customer satisfaction through effective resource management and process control.

POSITION: HOD: Customer Care Operations 

Location: Dar es Salaam, Tanzania

Job Type: Full-time

Key Duties and Responsibilities:

• Strategic Leadership: As sellected customer care candidate you will be required to develop and execute the Customer Care Operations Strategy and ensuring all strategic initiatives are successfully implemented across relevant customer touchpoints
• Vendor and Partner Management: As sellected customer care andidate you will oversee business partner relationships by ensuring optimal performance delivery and resource utilization. You will also be required to ensure all activities are done in accordance to budget constraints
• Cross-Functional Collaboration: As sellected candidate you will be required to work closely with Channel and Product Owners so that  to implement action plans that bring the Customer
• Operational Efficiency and Digital Transformation: As sellected customer care candidate you will be required to lead initiatives so that to reduce on customer inquiries.
• Quality Assurance: As sellected candidate you will be required to ensure provision of good customer services that meets standards.
• Resource Management and Performance Optimization: As sellected candidate you will be required to allocate resources effectively so that to achieve key performance
• Employee Well being and Compliance: As sellected candidate you will be required to implement VTL policies on safety and health
• Goal Setting and Performance Management: As sellected candidate you will be required to define objectives that are targeted for Customer Service Operations
• Financial Management: As sellected candidate you will be required to maintain budget control and identify opportunities so that to reduce on operational costs while maintaining high service standards.

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Qualifications, Core Competencies and Experience:

• Educational Background: Candidate with Bachelor degree in Business Administration or related
• Professional Experience:
  • Candidate with seven years of working experience as Customer Operations and Business Analysis.
  • Candidate with at least Three years of working experience as customer service
• Industry Expertise: Candidate with strong understanding of Global Corporate Operations models.
• Communication and Leadership: Candidate with excellent written and spoken communication skills.
• Management and Analytical Skills:
  • Candidate with proficient in managing teams and driving performance.
  • Candidate with trong analytical capabilities do to assess reports, identify issues, conduct root cause analysis, and develop effective solutions.

In this position we are looking for a proactive leader who can drive innovation, optimize resources and elevate customer service standards so that to ensure a superior customer experience.