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, including WhatsApp, email, chat, voice, web, etc.
- Maintain comprehensive records of customer interactions in the CRM system
- Support customers quickly, efficiently, simply, and consistently
- Apply First Call Resolution concept for all customer inquiries
- Customer retention through understanding customer issues and effectively elevating those issues
- Fulfill customer requests accurately and efficiently using customer care/Commercial Operations applications
- Troubleshoot customer problems, investigate and resolve issues ensuring customer satisfaction
- Implement resolutions based on customer concerns and explain to customers
- Use prescribed tools to make recommendations to customers to resolve current and future queries
- Create and manage relationships with customers and Vodacom’s stakeholders
- Proactively manage customer requests and relationships
- Offer comprehensive solutions to customers based on their needs and requirements