Customer Resolution Expert Agent

Job Description

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 Expert Agent
• The customer resolution Expert Agent will take accountability of end to end resolution of customer queries referred to them by the team. These experts will be responsible for relationship management, customer engagement with a key focus on sales through service. To enable the resolution of these queries they need to capture and track interactions with the team to prevent future calls on the same or similar issue. The main focus will be on supporting the team with complex queries to ensure 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.

• Respond to escalated calls/queries from the team
• Manage end to end queries (case management)
• 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
• Reporting on performance
• Data capturing on queries to track and feed into the capabilities team
• Trouble shooting and root cause analyses

Technical queries and Device setup – (agents for connectivity)

• Customer Retention through understanding customer’s issues and effectively resolving the issue.

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 to customers where the opportunity arise.
• Retain the existing base in a form of contract upgrade renewals.

Responsible for managing services for customer (responsible for end to end SR escalated by the team)

• 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.
• Responsible for account planning and conduct regular service reviews with the customer
• Constant check in with customer to ensure issue is resolved

Design commercial offerings to the customer

• Create and manage relationship with customer and Vodacom’s stakeholders.
• Negotiate at the appropriate level and collaborate with the correct internal stakeholders within Vodacom to ensure customer’s requirements are met and fulfilled.

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 as a customer facing agent on Vodacom campaign subject to meeting of agreed performance criteria
• Leadership short courses and exposure to leadership role advantageous
• Experience handling complex queries- limited escalations to expert agent
• Experience in sales
• Computer Proficiency
• Excellent 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
• Basic Knowledge of Converged & Fixed products (expert)
• Extensive Knowledge of Telecommunication products and service
• Good knowledge of accounting ( statements and invoices) –
• Basic Business Acumen

Job-Related Skills:

• Data interpretation and analysis
• Selling and Negotiation skill
• Decision making Skills
• 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 with patience and empathy
• Coaching skills (to support the team)
• Attention to detail
• 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
• Reporting skills
• Sense of ownership

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.