Client Liasion Officer

Job Description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2026.

Role Purpose/Business Unit:

To coordinate and support the end-to-end resolution of customer queries, disputes and service-related escalations within the Corporate & Distribution Credit environment by engaging internal stakeholders, maintaining structured follow-through and ensuring adherence to service level agreements and operational processes.

Your responsibilities will include:

End to End Query and Case Management

• Manage and respond to customer queries within defined service level agreements.
• Review correspondence received from customers to determine the nature of the request or issue.
• Ensure that all required supporting documentation is received to enable investigation and resolution.
• Capture and maintain accurate records of customer interactions within the relevant systems.
• Provide updates to customers and internal stakeholders regarding the status of requests.

Issue Investigation and Resolution

• Investigate customer queries and service requests by engaging with relevant internal operational teams.
• Identify the cause of customer issues and coordinate corrective actions required to resolve them.
• Follow up on outstanding actions to ensure queries are resolved within agreed timelines.
• Escalate unresolved issues, high-risk, aged or commercially sensitive matters to the Senior Specialist / management where structured intervention is required.

Service Request Administration

• Categorise and prioritise incoming service requests according to business requirements.
• Ensure requests are managed correctly within systems.
• Maintain accurate documentation and records relating to customer interactions and case progress.

SLA Monitoring and Compliance

• Monitor service requests to ensure adherence to service level agreements.
• Track progress of queries and follow up on delayed actions where necessary.
• Escalate potential breaches to management.

KPI & Performance Oversight

• SLA adherence.
• Query resolution rate.
• Query ageing management.
• Resolution turnaround time.
• Accurate case logging and closure discipline.
• Provide resolution performance and control enhancement feedback.

The ideal candidate for this role will have:

• Matric / Grade 12 essential.
• Minimum 3 years’ experience in credit and collections environment.

Core competencies, knowledge, and experience:

• Customer service and communication skills.
• Attention to detail.
• Problem solving ability.
• Time management.
• Ability to work withing operational processes and systems.
• Relevant experience in credit control environments.
• Basic understanding of operation processes.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages.
• Retirement funds, risk benefits, and medical aid benefits.
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies.

Closing date for Applications: 28 May 2026.

The base location for this role is Vodacom, Midrand Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.