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Job Type
: Full-time
Employment Type : Permanent
Closing Date
: 01-Nov-17, 11:59:00 PM
JOB PURPOSE
The
Digital Support and Self-Care Executive position, is accountable for
our digital and self - service solutions with the objective of offering
superior customer service, by coordinating activities with relevant
stakeholders and promoting alternatives contact channels including but
not limited to IVR, USSD, social media and Vodacom App platforms with
the purpose of improving Customer Experience.
Responsible
for coordinating and executing the company’s Digital and Self-Care
strategy, working across key social media channels including Facebook,
Twitter Instagram etc.
This role is instrumental in increasing our digital presence and adoption.
KEY ACCOUNTABILITIES
-
To coordinate and execute the self-care and digital plans and initiatives in line with the Overall Customer Service Strategy and Vodacom’s Digital Telco focus.
-
Periodic review of existing self-care channels for continued enhancements to customer experience and needs. Identify and create new opportunities for self-help services based on needs on existing and new channels.
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Drive adoption of Vodacom digital channels- with a focus on M-Pesa App, MyVodcom App and online. Provide inputs and suggestions to improve design and user experience. Work with other stake holders such as Marketing to coordinate campaigns to increase the adoption of Social care and use of digital channels.
-
Analyze the needs of the customers to provide precise information to customers by maximizing the utility of the Self – Care channels
-
Ensure IVR content is up-to-date by ensuring IVR scripts are timely identified, recorded and implemented
-
Overall management of social media desks through the outsourced partner to ensure that all the performance targets are met.
-
Monitor and manage the quality and content for all post on blogs, forums to ensure that they are customer centric
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Consolidate reports on digital and self-care channels which will highlight areas of improvement and facilitate decision making process
-
Research and monitor activity of company competitors
-
Living the CARE culture.
-
Practice VTPLC policies for Healthy and Safety
QUALIFICATIONS, EXPERIENCE & COMPETENCES
-
3 years relevant experience Customer services.
-
Degree in IT, commerce or other business related discipline
-
Experience in digital design and User Experience is an added advantage
-
Swahili & English (fluent)
-
Commercially astute – solid understanding of market, competitor, & customer
-
Extensive Knowledge of Social Media Platforms and Content Creation
-
Knowledge on digital App design and usage.
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Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
-
Strong analytical skills and problem solving skills. Able to assess reports, identify issues, root cause, and recommend solutions.
-
Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and query resolution.
-
Excellent and effective communication skills both written and oral.
-
Excellent Presentation, Planning and Interpersonal skills
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High personal standard and goal oriented
-
Technology driven persona
-
Able to work under high stress with short term targets and objectives
-
Able to handle, prioritize, multiple projects simultaneously
-
Analyse complex business issues and identify, design and implement effective practical recommendations
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