Vodacom: Entry Level Customer Resolution Agents

Role Purpose: The Entry-Level Customer Resolution Agent will provide end-to-end resolution of customer queries. These agents will be responsible for relationship management and customer engagement, with a key focus on sales through service.  The main focus will be on excellent service delivery that provides an unmatched experience for Vodacom Customers.

Your responsibilities will include:

• Answer customer calls and queries
• Manage end to end queries (case management) – ensure timely feedback and follow up
• Provide product and service information
• Process orders and requests
• Achieve key operational performance goals
• Engage across all digital platforms, WhatsApp , email , chat , voice, web etc.
• Maintain comprehensive records of customer interactions in  CRM system 
• Support customers quickly, efficiently. simply and consistently. 
• Applying First Call Resolution concept for all customer’s inquiries 
• Customer Retention through understanding customer’s issues and effectively elevating that issue.
• Fulfil customers’ requests accurately and efficiently using customer care/Commercial Operations applications.
• Troubleshoot customer’s problems, investigate and resolve issues ensuring customers’ satisfaction
• Implementation of resolution based on the customer’s concern and explain to customer.
• Use the prescribed tools to make recommendations to the customer to resolve current and future queries.
• Create and manage relationship with customer and Vodacom’s stakeholders.
• Proactively manage customers’ request and relationships.
• Be able to offer comprehensive solutions to the customer based on their needs and requirements.

Requirements:

• Have a Grade 12 / Matric Certificate
• Post matric qualification will be advantageous
• Computer Proficiency
• Effective verbal and written communication skills 
• Attentive Listening Skills

Skills and Competencies: 

• Basic knowledge of Microsoft (Word, Excel & PowerPoint)
• Basic Knowledge of the Sales environment
• Sound knowledge of accounting ( statements and invoices) 
• Telecommunication landscape advantageous
• Negotiation skills
• Decision-making Skills
• Pro-active Customer Care
• Logical thinking
• Active / Effective listening skills
• Coping with Pressures and Setbacks
• Persuading and Influencing
• Deciding and Initiating Action
• Working across various channels (voice, chat and emails etc.)
• Planning and Organising
• Working with People
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Relating and Networking
• Writing business e mails
• Self -management (ability to work remotely)
• Selling and negotiation skills