vodacom post-paid: agents

6 days ago


Randburg, Gauteng, South Africa iSON Xperiences Full time
Overall Purpose: The Customer Service Agent is responsible to effectively assist customers with general and specific queries and providing them with excellent service. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders. Main Responsibilities: Answering inbound calls timeously. Billing and accounts understanding. Listening attentively to customer queries. Must handle irate customers. Must be able to upsell and cross sell. Be knowledgeable about relevant products and procedures. Providing relevant information to ensure First Call Resolution. Effectively resolve queries. Escalating faults that cannot be concluded on first contact. Ensuring that customer details are captured accurately. Perform any ad hoc tasks as and when required.Requirements:
• NQF level 4/Matric
• No criminal record
• Fluency in English and/or Zulu and Sotho
• Sales experience
• 12 months' customer experience Competencies:
• Excellent listening skills.
• Willingness to learn.
• Problem-solving skills.
• Attention to detail.
• Reliable and self-disciplined.
• Capacity to self-start and self-motivate
• Passionate about ensuring that the customer receives excellent service
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