Senior Business Support Consultant

Senior Business Support Consultant – Vodacom

Vodacom Johannesburg, Gauteng, South Africa

Role Purpose

The Senior Business Support Consultant provides first, second and third line support in customer queries for Subscriber Collections and supports internal and external customers.

Responsibilities

• Telephonically resolve general service queries from internal and external customers.
• Conduct service requests and identify root causes within the specified portfolio.
• Escalate issues to other departments when needed and follow up.
• Identify skills and knowledge gaps and provide feedback to Line Management and Training.
• Manage fault communication and escalation to relevant parties within predefined procedures and timeframes.
• Analyse data and conduct trend analysis with fault management to identify and manage escalation requirements.
• Interpret data, analyse results and provide ongoing reports.
• Locate and define improvement opportunities.
• Support external customers and communicate with Contact Centres regarding fibre fault management.
• Investigate and resolve escalations from Call Centre and Management.
• Draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.

Qualifications

Employment Details

Closing date for Applications : 21 October 2025.

Base location : Midrand, Vodacom Campus.

Equal opportunities employer. All qualified candidates, including individuals with disabilities, are encouraged to apply.

#J-18808-Ljbffr