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Role Purpose/Business Unit:

The Service Coordinator plays a crucial role in the management of the contract between MAST and Vodacom. This position engages various departments to coordinate service delivery at a contractual level, builds customer relationships, maintain customer satisfaction, and support the achievement of the contractual requirements in line with MAST’s business objectives.

Your responsibilities will include:

Client Management

• Execute specific Commercial Portfolios within the Anchor client.
• Manage client expectations and ensure high levels of customer satisfaction within their owned portfolio

Service Delivery Coordination and reporting

• Lead service meetings with clients
• Engage with internal teams to ensure timely and efficient service delivery and reporting
• Identify and take full ownership of service-related issues to promptly resolve

Commercial Support, Reporting and Analytics

• Lead client meetings, preparing presentations, reports, minutes and apply commercial analysis
• Source information from the NOC and other departments and report on service level agreements (SLAs) and key performance indicators (KPIs)
• Own client commercial queries, including billing, tower application process and lease renewals
• Analyse data to identify trends and areas for improvement and present these with a full plan to the client
• Engage multiple departments in the development of service improvement strategies

Project Management

• Plan and execute ad hoc commercial projects
• Coordinate resources and schedules to ensure project milestones are met
• Communicate project status to stakeholders and management

Industry Knowledge

• Stay updated on telecommunications industry trends and technologies

The ideal candidate for this role will have:

Must have technical / professional qualifications:

• Grade 12 or equivalent (Essential)
• Bachelor's degree/ Diploma in Business Administration or related field (Essential)
• Minimum 5 years of experience in a service coordination role, preferably in the telecommunications industry,
• Strong understanding of telecommunications services and technologies
• Excellent communication and interpersonal skills
• Proficient in Microsoft Office Suite and CRM systems
• Project management skills and experience
• Ability to work in a fast-paced environment and manage multiple priorities

Core competencies, knowledge and experience:

• Customer service orientation
• Problem-solving and analytical thinking
• Attention to detail
• Time management and organizational skills
• Teamwork and collaboration
• Strong relationship building
• Adaptability and flexibility
• Contractual / agreement management

We make an impact by offering:

• Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 26 September 2024
The base location for this role is, MAST,Knightsbridge

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.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.