Customer Resolution Agent
Company: Vodafone
Salary: Not Specified
Location: Johannesburg, Gauteng
Closing Date: Not Specified
Description
The Customer Resolution Agent will be responsible for handling customer queries, resolving complaints, and ensuring excellent service delivery. The role focuses on building rapport, solving problems effectively, and enhancing the customer experience in line with Vodafone’s service standards.
Responsibilities
- Handle and resolve customer queries, complaints, and escalations.
- Provide accurate information and effective solutions to customers.
- Maintain professionalism and empathy in all customer interactions.
- Record and track customer interactions in the system.
- Collaborate with internal teams to resolve complex issues.
- Uphold Vodafone’s service quality standards and policies.
Requirements
- Matric / Grade 12 (or equivalent).
- Previous customer service or call centre experience is an advantage.
- Strong communication and problem-solving skills.
- Ability to remain calm under pressure and handle complaints effectively.
- Basic computer literacy (typing, email, CRM systems).
- Willingness to work shifts, weekends, or public holidays if required.
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Skills & Competencies
- Customer service & resolution
- Communication (verbal & written)
- Problem-solving & conflict resolution
- Rapport building & empathy
- Attention to detail
- Teamwork & collaboration
- Time management & accountability