Vodacom Upgrades Agent

1 day ago

Randburg, Gauteng, South Africa iSON Xperiences Full time

Vodacom Upgrades Job Opportunity

Working Hours: 08:00 am - 18:00 pm

2 Compulsory Saturdays per Month

Position Based in Randburg

Job Overview:

The Vodacom Upgrades Agent is responsible for handling difficult inbound/outbound cancellation calls, retaining customers, and ensuring they upgrade their accounts.

Main Responsibilities:

  • Answering inbound calls in a timely manner
  • Meeting KPIs, including conversion rates, FCR, NPS, and upgrade targets
  • Ensuring revenue is not diluted
  • Retaining existing customers
  • Responding to customer queries accurately
  • Ensuring quality standards are met
  • Familiarizing oneself with products and procedures
  • Communicating with customers telephonically and via email
  • Attending to general administration
  • Conducting customer needs analysis
  • Achieving quality targets
  • Overcoming customer objections
  • Adhering to service level agreements
  • Applying the three-tier approach when handling objections
  • Identifying buying signals and applying test closing skills
  • Showing willingness to assist customers and applying TCF principles
  • Adhering to adherence to avoid customers holding the line for long
  • Credit and Criminal Clearance Required
  • Minimum 1-2 years' experience in telecommunications/sales
  • Excellent written and verbal communication skills
  • Energetic
  • Customer Service Driven
  • Must work shifts

Education, Qualifications, and Experience:

  • Grade 12/Matric
  • English and a Second Language
  • MS Office

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