This role at Vodafone / Vodacom is focused on three main areas:

1. Customer Support & Experience Management

You would oversee support operations for:

• Enterprise customers
• Public institutions
• M-Pesa billers
• Fixed services customers
• Indirect sales partners

The company is looking for someone who can:

• Improve customer experience
• Identify service gaps
• Coordinate customer support strategies
• Work across departments to solve operational issues

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2. Reporting, Analytics & Insights

A large part of the role is analytical.

Key expectations include:

• Building reports aligned to KPIs
• Turning customer data into business insights
• Using tools like:
  • VoC (Voice of Customer)
  • NPS/TNPS
  • Surveys
  • Social listening
  • Retention analytics
• Presenting findings to management

Strong Excel, reporting, dashboarding, and analytical thinking will be very important.

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3. Strategy & Cross-Functional Coordination

The role also involves:

• Tracking strategic projects
• Coordinating with department heads
• Ensuring customer experience initiatives are implemented
• Supporting organizational strategy execution

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What They Are Looking For

Education

• Degree in Business Administration or related field

Experience

• Around 3+ years in:
  • Customer service operations
  • Business analysis
  • Programme management
  • Customer experience
  • Telecom/commercial strategy

Important Skills

• Reporting & analytics
• Leadership
• Communication & presentation
• Problem-solving
• Process improvement
• Stakeholder management

Advantageous Skills

• Telecom industry exposure
• Fixed services support experience

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Keywords Important for ATS CV Optimization

If you apply, include these terms naturally in your CV:

• Customer Experience Management
• Customer Support Operations
• Business Analysis
• Reporting & Insights
• KPI Tracking
• NPS / TNPS / VoC
• Strategic Planning
• Stakeholder Engagement
• Process Optimization
• Fixed Services
• Data Analysis
• Service Improvement
• Cross-functional Collaboration

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Candidate Profile That Fits Best

This role suits someone with:

• Customer operations experience
• Strong reporting/analytics capability
• Strategic thinking ability
• Telecom or service industry exposure
• Experience handling enterprise or business customers

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY