Digital Care Advisor at Vodacom Tanzania Plc
Dar es Salaam
Vodacom Tanzania Plc
Vodacom Tanzania Limited is Tanzania’s leading cellular network company.
Aggregate function: Commercial
Business Area: Local Commercial Operations
Posting Country:
Full Time / Part Time:
Contract Type:
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Job Profile and Key Responsibilities
Role Profile:
Digital Care Advisor is responsible for our digital and self – service solutions with the objective of offering superior customer service and support, by coordinating activities with relevant stakeholders and promoting alternatives contact channels including but not limited to IVR, USSD, Live chat, My vodacom App etc with the purpose of improving Customer Experience.
Responsible for coordinating and executing the company’s digital strategy.
This role is instrumental in increasing our self-care solutions offering simple ways for customers to engage with us.
Key accountabilities and decision ownership:
Analyse customer trends to get insight on their needs and provide preferred solutions via digital platforms.
Design, review and implement chat bot and voice bot customer journeys.
Ensuring chat bot accuracy and adoption by customers.
Work with other stakeholders to promote our digital self-care products to customers in order to increase reach and engagement.
Core competencies, knowledge, qualification and experience
Experience with Digital and Social Media support platforms, chat bots, Biometrics, IVR and self-service design
Excellent communication and analytical skills
Ability to persuade and influence peers and stakeholders
Innovation focused and customer obsessed
3+ years functional experience or industry experience
Bachelor degree in IT, Business Administration, Marketing or its equivalent.
Digital applications knowledge and experience would be advantageous.
Strong analytical skills and digital acumen.
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What’s in it for you
Together we can
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
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