Role Purpose:

• The Senior Business Consultant is responsible of providing first, second and or third line support in customer queries for Subscriber Collections and provide support to our internal and external Customers.

Your responsibilities will include:

• To telephonically resolve general service queries from internal and external customers
• Conduct service request and identify root cause of fault within the specified portfolio.
• To escalate issues to other departments, when needed, and follow up.
• To identify skills and knowledge gaps and to provide feedback to Line Management and Training

Fault management

• Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes.
• Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements.
• Interpret data, analyse, results and provide ongoing reports
• Identify, analyse, and interpret trends or patterns.
• Locate and define identify possible improvement opportunities
• Conduct Outgoing calls related to customer queries or open Service Requests

Support

• To provide Support to our external Customers
• Communicate with and respond to all Contact Centres with respect to Fibre contact centre and pertinent information associated with fault management.
• To investigate and resolve escalations from Call Centre and Management
• To escalate issues to other departments when needed, and follow up
• To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.
• The ideal candidate for this role will have:

Experience:

• Matric / Grade 12 essential 
• Relevant Business diploma or degree essential 
• 3 years’ experience in: Customer service and Collections Business Support is essential.
• Collections Business Support is essential.
• 2nd line Support is essential.
• General management skills is essential
• Stakeholder engagement is essential.

OR

• Matric / Grade 12 essential
• 5 years’ experience in: Customer service and Collections Business Support is essential.
• Collections Business Support is essential
• 2nd line Support is essential
• General management skills is essential
• Stakeholder engagement is essential

Job Knowledge:

• Specialised knowledge of all Vodacom products, services and procedures is essential
• Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions etc) is essential
• Knowledge of products and services and Telecommunications is essential.
• Knowledge of Subscriber Collections applications such as ICAP, Siebel EBU, Eppix, M2 and Tallyman 
• Knowledge of Service Provider policies and procedures is essential
• Excellent knowledge of Computer Laptop.
• Knowledge of Collections, Finance and Fraud Processes
• Ability to define sometimes complex solutions
• Vodacom product and services knowledge is essential

Job Related Skills:

• Conflict resolution skills are essential
• Problem solving skills are essential
• Analytics skills 
• Reporting skills 
• Attention to Detail and Accuracy
• Apply Good Business Judgement

Closing date for Applications: 21 October 2025.