Entry-Level Customer Resolution Agent

About the Role The Entry-Level Customer Resolution Agent will provide end-to-end resolution of customer queries and manage customer relationships with a focus on selling through service. The role aims to deliver exceptional service for Vodacom customers, driving satisfaction and engagement across multiple channels. What You'll Do

• Answer customer calls and queries
• Manage end-to-end queries (case management) with timely feedback and follow-up
• Provide product and service information
• Process orders and requests
• Achieve key operational performance goals
• Engage across digital platforms (WhatsApp, email, chat, voice, web)
• Maintain comprehensive records of customer interactions in the CRM system
• Support customers quickly, efficiently, simply and consistently
• Apply First Call Resolution concept for all inquiries
• Support customer retention by understanding issues and elevating them as needed
• Fulfil customer requests using customer care/Commercial Operations applications
• Troubleshoot customer problems, investigate and resolve issues ensuring customer satisfaction
• Implement resolution based on the customer's concern and explain it to the customer
• Use 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’ requests and relationships
• Be able to offer comprehensive solutions to the customer based on their needs and requirements What We're Looking For
• Grade 12 / Matric
• Post matric qualification will be advantageous
• Computer Proficiency
• Effective verbal and written communication skills
• Attentive Listening Skills
• 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 emails
• Self -management (ability to work remotely)
• Selling and negotiation skills Nice to Have
• Telecommunication landscape knowledge (advantageous) Compensation & Benefits
• Salary details not specified; benefits not listed.