Vodacom is a leading African communications and financial services company. While its roots are in South Africa, it has grown to become a major operator across the continent and is majority-owned by the UK-based Vodafone Group.
The role focuses on end-to-end resolution of customer queries, customer engagement, and sales through service. This is a great opportunity for individuals looking to grow their career in customer service and telecommunications.
Key Responsibilities
- Answer and resolve customer calls and queries
- Manage cases from start to finish, ensuring timely feedback and follow-up
- Provide product and service information
- Process customer orders and requests
- Achieve operational performance targets
- Engage across multiple digital platforms (WhatsApp, email, chat, voice, web)
- Maintain accurate CRM records of customer interactions
- Apply First Call Resolution principles to inquiries
- Support customer retention by addressing issues effectively
- Troubleshoot, investigate, and resolve customer concerns
- Recommend solutions to prevent future issues
- Build and manage customer relationships with internal stakeholders
- Proactively manage requests and deliver customer-centric solutions
Minimum Requirements
- Grade 12 / Matric Certificate
- Post-matric qualification (advantageous)
- Computer literacy
- Effective verbal and written communication skills
- Strong listening and interpersonal skills
Skills and Competencies
- Basic Microsoft Office (Word, Excel, PowerPoint)
- Knowledge of sales and customer service environments
- Basic accounting knowledge (statements, invoices)
- Understanding of the telecommunications sector (advantageous)
- Negotiation and decision-making skills
- Strong customer care orientation
- Problem-solving and logical thinking
- Ability to work under pressure and manage setbacks
- Proficiency across channels: voice, email, chat
- Excellent organisation and planning skills
- Business email writing proficiency
- Ability to work independently/remotely
- Selling and persuasion skills
