Vodacom: Entry Level Customer Resolution Agents

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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.