Vodacom Direct Aftersales
Ison Xperiences
Durban, KwaZulu-Natal
17h ago
source : findojobs-za

The Role : Inbound Aftersales Agent Based in Randburg Permanent position Basic salary shifts - Monday to Sunday 8 to 6 MAIN PURPOSE The First Line function will ensure that all activities related to the resolution of all Telelsales queries are resolved at first point of escalation and agreed SLAs are adhered to : To ensure maximum service delivery to customersTo reduce re-work due to process failuresTo improve customer experience through FCR and improving NPSTo identify process gaps and provide BI with solid base to ensure improvementKey Accountabilities Service Level Agreements (SLAs) - Ensure delivery within SLA, i.

e. Online, Saves / Upgrades and Vodacom Direct, VEA (Vodacom Employee Advantage),Escalations- Handling of escalations including daily queries, process and systems failures related to deliveries,To ensure non-compliance to SLAs is addressed with the relevant stakeholders,Account queries - Management of all Sales related queries (including problem parcels, returns and credit note initiation),Business Improvement Trend identification within Vodacom Direct and Trade Partner queries to improve operations by looping back into Vodacom Telesales support teamRepeat Call Management (end to end process management including LTR),Job Specific Requirements / Knowledge Requirements Target DrivenTeam PlayerGoal orientatedSelf-motivatedAbility to perform under pressureAdapt to changePersuasivenessResilience / TenacitySound Time ManagementSelf-managedAttention to detailAbility to learn quickly and apply knowledgeSpeak English fluentlySystem Specification MS OfficeSkills and Experience : Minimum 1-year telecommunication experienceExcellent Communication written skills in EnglishA 2nd language is a requirement.

Serious and passionate about customer service and working in a customer service industryCustomer service experienceGrade 12

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