Reference Number: 6723/SM/SpecBusSup/KJ/Mid
Job Title: Specialist: Business Support
Location: Midrand
Job Level: 5 (Upper)
Reports To: Senior Specialist: Business Support
No. of Positions Available: 1
Response Deadline: 16/4/2012
Objectives:
Provide a full support function to designated operational areas in terms of Customer Experience, Business Process improvement and projects.
Key Outputs:
Analyse business processes and provide recommended action to address shortfalls
Actively assist designated operational areas to proactively use Customer Experience feedback to identify areas of improvement.
Liaise with relevant Business Units / Teams to ensure full support to designated operational areas with regards to daily operations and projects as identified.
Assist with Vodaworld projects to ensure successful and timely completion of identified projects.
Manage the Corporate wear portfolio for the Vodacom World & Customer Care division.
Manage customer experience feedback on a weekly and monthly basis
Liaise on a daily basis with designated operational areas regarding customer experience; customer impacting processes; training requirements & people management
Compile monthly reports
Assist with & co-ordinate projects impacting designated operational areas in terms of training, processes, implementation etc.
Identify trends, opportunities and improvements with regards to Customer Experience
Provide full support function with regards to HR demand and Recruitment
Research trends and technology that could positively impact and enhance customer experience
Assist with the implementation of the Divisional Strategy ensuring Customer Service differentiation
Audit designated operational areas in terms of complete aesthetics (outlet, environment, staff) and ensure corrective action in conjunction with Manager
Assist manager of designated operational area in developing motivational strategies to improve people survey
Build and maintain relationships with designated operational area and business units
Manage corporate wear supplier relationships
Manage Uniform budget
Ensure supply and distribution of corporate wear
Plan and manage corporate wear roster
Competencies:
Skills
Excellent organisational, admin and procedural skills
Attention to detail. Ability to scan documents for accuracy
Quality Orientation
Excellent follow up and follow through
Good problem solving and analysis
Good communication skills (Both verbal and written) On-going communication with both internal and external customers
Good interpersonal skills
Basic business acumen and ability to think holistically
Knowledge
Advanced knowledge of Customer Experience Management principles and methodology
Business Communication
Project Management
Process Management and Systems Management
Computer literacy: MS Office
Advanced knowledge of generally accepted industry process models & best practice
Telecommunications industry including retail
Relationship Management
Attributes
High energy level
Ability to prioritise and multi task
Self motivated. An initiator, able to work both independently and as part of the team, co-ordinating at all levels.
Enquiring mind
Detail conscious
Follow-through
Analytical
Willingness to support, learn and improve skills
Requirements: Qualifications
Matric/Grade 12 or SAQA Accredited Equivalent* is essential
A completed 3 year Business / Commerce / PR or related Degree/Diploma or equivalent qualification (essential)
Experience
3 – 5 years related working experience: Project Management, Communications, Quality, PR, Customer Service OR Customer Experience Management (Essential)
2 years experience in Retail environment (Essential)
Other: PLEASE ENSURE THAT YOUR CV IS COMPLETE & COMPREHENSIVE. INCOMPLETE CV’S WILL NOT BE CONSIDERED.
Employment Equity: The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Apply to:
http://www.vc.drm-za.com/
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