Customer Resolution Agent

Location: Johannesburg, South Africa
Company: Infinity Services Partner Company (a Vodacom subsidiary)
Job ID: 263564
Date Posted: 03 June 2025
Closing Date: 13 June 2025
Job Type: Full-Time

Role Purpose:

To manage end-to-end resolution of customer queries across multiple platforms (voice, chat, email, WhatsApp, etc.) with a strong focus on service excellence, retention, and sales through service. You'll ensure a first-contact resolution (FCR) and drive revenue via upselling, cross-selling, and contract renewals.

Key Responsibilities:

📞 Customer Engagement & Support:

Respond to customer calls, chats, emails, etc.
Manage cases end-to-end and ensure follow-ups
Provide product/service info and process requests/orders
Handle technical queries and assist with device setup
Maintain accurate records in CRM

💡 Sales and Revenue Generation (from Month 3 onwards):

Upsell and cross-sell products including VAS and converged solutions
Drive contract upgrades and renewals
Run campaigns within assigned customer segments

🔧 Technical & Resolution Skills:

Troubleshoot and resolve customer issues efficiently
Design tailored commercial offers
Use tools and systems to resolve current and future customer needs

🤝 Customer Relationship Management:

Proactively manage and build customer relationships
Liaise with internal stakeholders
Provide professional, helpful solutions based on customer needs

Requirements:

Matric Certificate (Post-matric qualification is an advantage)
2+ years customer service experience (1+ year in a contact centre)
Sales experience preferred
Computer literacy and proficiency in Microsoft Office

Skills & Competencies:

Selling & negotiation
Active listening & logical thinking
Written & verbal communication
CRM knowledge
Customer-centric problem solving
Ability to work remotely and across multiple channels

Job Knowledge:

Telecoms environment
Sales principles
Customer accounts (invoices/statements)

Click here to apply

Customer Resolution Agent