Entry Level Customer Resolution 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 an Entry Level Customer Resolution Agent
• 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. 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.
• Applying First Call Resolution concept for all customer’s inquiries
• 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 managing services for customer

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

Provide Support

• Proactively manage customers’ 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
• 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 advantageous
• Basic knowledge of Microsoft (Word, Excel & PowerPoint)
• Basic Knowledge of the Sales environment
• Sound knowledge of accounting ( statements and invoices)

Job-Related Skills:

• Negotiation skills
• Decision-making Skills
• 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 September 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.