Executive Digital Support and Self-Care - VDCUST10
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.
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
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.
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
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
Job Type : Full-time
Employment Type : Permanent
Closing Date : 01-Nov-17, 8:59:00 PM
TO APPLY CLICK HERE
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.
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
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.
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
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
Job Type : Full-time
Employment Type : Permanent
Closing Date : 01-Nov-17, 8:59:00 PM
TO APPLY CLICK HERE
0 comments:
POST A COMMENT