Vodacom Postpaid Call Centre Consultant

The Role:
 
Call Centre Agent Postpaid 
Based in Randburg
Basic Salary

OVERALL PURPOSE OF JOB:

The Customer Service Agent is responsible to effectively assist customers with general and specific queries. 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/TASKS:
Answering inbound calls timeously.
Be professional and polite at all times.
Listening attentively to customer queries.
Responding to customer queries accurately.
Ensure that quality standards are met.
Familiarize oneself with 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.
Skills and Experience:
Job Specific Requirements / Knowledge Requirements
Communication skills
Interpersonal skills
Analytical skills  
Team player
Negotiating skills  
Presentation skills
Integrity 
Writing skills
Customer orientation
Proactive and professional
System Specification
MS Office and Excel
Numerical ability
COMPETENCIES:
Quality orientation
Customer focus
Ability to build customer loyalty
Conflict management
Excellent communication skills
High level of professionalism and an understanding ethical conduct.
KNOWLEDGE, SKILLS AND EDUCATION:
Grade 12
Excellent Communication written skills in English
Serious and passionate about customer service and working in a customer service industry