Vodacom Prepaid Agent: Contact Centre Agent

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.Be professional and polite always.Listening attentively to customer queries.Responding to customer queries accurately.Ensure that quality standards are met.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.• NQF level 4/Matric• No criminal record• Fluency in English and/or Zulu and Sotho• Computer literate• Customer service experience highly advantageousCompetencies:• 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