Customer Resolution Agent

Role Purpose:

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Customer Resolution Agent
• The customer resolution Agent will take end to end resolution of customer queries. These experts will be responsible for relationship management, customer engagement with a key focus on sales through service. The main focus will be on excellent service delivery that provides unmatched experience for Vodacom Customers. Deliver on the “Ask Once” ambition

Your responsibilities will include:

Key functions within strategic portfolio’s segments.

• 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 by exceeding CX and efficiency KPIs
• Applying FCR concept for all customer’s inquiries
• Technical queries and Device setup – (only agents for connectivity)
• 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

Responsible for generating revenue within strategic portfolio’s segments. (Upskilling from month 3 High value and month 6 in Mass) after performing at the required level)

• Increasing revenue by cross selling and upselling within the existing segments.
• Increase revenue by selling VAS
• Retain the existing base in a form of contract upgrade renewals.
• Increase revenue by selling converged and or fixed products.
• Responsible for conducting campaigns within the existing base.

Responsible for managing services for customer (SR end to end – may hand over to expert – responsible for end to end SR)

• Implementation of resolution based on customer’s concern and explain to customer.
• Use the prescribed tools to make recommendations to the customer to resolve current and future queries.

Design commercial offerings to the customer

• Create and manage relationship with customer and Vodacom’s stakeholders.

Provide Support

• Pro-actively manage customer’s request and relationships.
• Be able to offer comprehensive solutions to the customer based on their needs and requirements.

The ideal candidate for this role will have:

• Have a Matric Certificate
• Post matric qualification will be advantageous
• 2 + years customer facing/front office experience
• Of which at least one year must be contact centre
• Experience working with customers
• Experience in sales
• Computer Proficiency
• Effective verbal and written communication skills
• Attentive Listening Skills
• Supplier must ensure that when recruiting new customer resolution experts that all candidates have the minimum qualification or higher.

Job Knowledge:

• Telecommunication landscape
• Basic knowledge of Microsoft (Word, Excel & PowerPoint)
• Basic Knowledge of the Sales environment
• Sound knowledge of accounting ( statements and invoices)

Job-Related Skills:

• Selling and Negotiation skill
• Decision-making Skill
• Customer focus
• Pro-active Customer Care
• Logical thinking
• Active / Effective listening skills

Competencies:

• 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 e mails
• Self -management (ability to work remotely)
• Selling and negotiation skills

Closing date for Applications: 13 June 2025.

The base location for this role is, Cape Town.

The company 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.

Infinity Services Partner is committed to an organizational culture that recognises, appreciates and values diversity & inclusion.