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Call Centre Agent Customer Acquisition-Vodacom

Posting Country:  South Africa

Closing date :  24 March 2025. 

Full Time / Part Time:  Full Time

Contract Type:  Permanent

Location :  Midrand, Vodacom Campus. 


At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.  


Job Purpose:

To process applications for credit vetting, activations and transfer of ownership; as escalated through the relevant customer acquisition workflow and queue management systems.


Your responsibilities include:

  • To perform detailed, accurate and relevant assessment of all credit vetting requests escalated for manual assessment; in according with company policy and guidelines  

  • Process manual customer credit applications with the intention of improving the company’s overall market share whilst maintaining an acceptable level of bad debt  

  • To perform effective confirmation, verification and validation of customer information and contractual information prior to the activation of post-paid services onto the Vodacom billing system

  • To accurately and timely create and activate customer and subscriber GSM and non-GSM requests onto the Vodacom billing system  

  • To accurately and timely process requests for the transfer of ownership of subscriber services on Vodacom’s billing system

  • To provide telephonic support to Trade Partners and customers on matters relating to the Customer Acquisition process and IT systems  

  • To resolve queries from Trade Partners and customers related to credit vetting, transfer of ownership requests, activation and confirmation failures

  • To resolve escalated queries through the correct channels as specified in the agreed Policies and Procedures   

  • To provide Trade Partners and customers with detailed explanations of the outcome and status of their requests

  • To ensure that all the Customer Acquisition service levels are attained through effective customer service, quality, professionalism and good product knowledge


The ideal candidate for this role will have:

  • A minimum of 2 years relevant experience including  

  • 1 year in a call centre environment (Credit Vetting) – essential 

  • And Previous Credit Vetting experience – essential.

  • Grade 12 essential  

  • Credit related Diploma desired


Job Knowledge:

  • Credit vetting process and decision-making knowledge   

  • Customer verification, validation and confirmation    

  • Customer creation and subscriber activations process   

  • Transfer of ownership processes   

  • Microsoft Office Applications    

  • Data Capturing   

  • Call Centre Knowledge  

  • Knowledge of and experience in the use of Vodacom’s billing system - desirable


Job Related Skills:

  • Good persuasion skills   

  • Ability to deal effectively with irate customers   

  • Good oral communication skills  

  • Customer focused   

  • Interpersonal skills   

  • Good communication skills  

  • Good problem-solving skills   

  • Quality awareness   

  • Ability to work under pressure   

  • Good listening skills   

  • Good time Management



We make an impact by offering:

 

  • Enticing incentive programs and competitive benefit packages

  • Retirement funds, risk benefits, and medical aid benefits

  • Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

 


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