Customer Care Consultant - South Africa
Role Purpose: The 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 Literacy Accounting Business Studies Knowledge of telecoms / Technology /Digital industry desirable Numeracy Experience: Min 6 months call centre experience Previous Call Centre, Retail, customer facing experience highly recommended General understanding of complex billing and payment concepts, credits and rebates and re billing calculations Skills & Competencies: Ability to multi-task between digital and frontline communication channels (chat, inbound and outbound) Multi-Screen Navigation Oral and Written Communication Business writing chat skill required Customer Service Orientation Attention to Detail (Generic) Problem Solving Adaptability Resilience Be able to apply effective listening, questioning & probing skills to develop and comprehensively understand the customer’s requirements Identify areas that impact customer experience and provide insight to internal and Vodacom Improvement teams to drive Improvement opportunities. Language: English proficient Clear well-articulated Working Hours: (subject to change based on operational requirements) Monday – Friday ( 08:00- 17:00) (subject to change based on operational requirements
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