Customer Care Consultant

Creating purposeful careers as we build the future of contact centre solutionsThe VodaPay Customer Care Close Loop Consultant is responsible for recovering poor service experiences for Vodapay customers that rate Vodapay service surveys on the App, Tobi, and also live chat. These consultants will be responsible for initiating contact with all Vodapay TNPS detractors, passives, and not limited to these, by contacting them to recover the service experience and resolve their query. Where a query cannot be resolved immediately on the close loop call, it will be logged to the respective area of resolution, and the Close Loop Consultant will case manage the query until resolved.Knowledge & Education:Matric:Preferred Subjects:Maths/Maths LiteracyAccountingBusiness StudiesKnowledge of telecoms / Technology / Digital industry desirableNumeracyExperience:Min 6 months call centre experiencePrevious Call Centre, Retail, customer-facing experience highly recommendedGeneral understanding of complex billing and payment concepts, credits and rebates, and re-billing calculationsSkills & Competencies:Ability to multi-task between digital and frontline communication channels (chat, inbound and outbound)Multi-Screen NavigationOral and Written CommunicationBusiness writing chat skill requiredCustomer Service OrientationAttention to Detail (Generic)Problem SolvingAdaptabilityResilienceBe able to apply effective listening, questioning & probing skills to develop and comprehensively understand the customer's requirementsIdentify areas that impact customer experience and provide insight to internal and Vodacom Improvement teams to drive Improvement opportunities.Language:English proficientClear well-articulatedWorking Hours: (subject to change based on operational requirements)Monday – Friday (08:00-17:00) (subject to change based on operational requirements)SkillsBilling, Communication, Customer Service, Tech Support, Technical Services, Technical Support, Business Process Outsourcing (BPO), Customer Services, Information Technology (IT)
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