Agent Document Management at Vodafone Global Enterprise

Role Purpose:

• To receive Vodacom contracts and upgrades from Stores and Regional offices. Process applications from the Document Management queue.Sending and requesting documents from offsite storage Companies (Warehouses) as escalated through the relevant customer acquisition workflow and queue management systems.
   

Your responsibilities will include:

• To perform detailed, accurate and relevant assessment of all document verification of all Vodacom Documents that are escalated to the Document Management Queue, in accordance with company policy and guidelines.
• To perform effective confirmation, verification and validation of customer information and contractual information after the activation of Contract services onto the Vodacom billing system
• To receive documents accurately and timeously via Ram Ground and despatch to the relevant Warehouse.
• To process Document requests accurately and timeously from All Stakeholders and provide the relevant feedback.
• To provide telephonic support to Trade Partners and customers on matters relating to the Customer Acquisition process and IT systems
• 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 Customer Acquisition service levels are attained through effective customer service, quality, professionalism, and good product knowledge

Delivering Results and Meeting Customer Expectations

• Persuading and Influencing
• Relating and Networking
• Achieving Personal Work Goals and Objectives
• Entrepreneurial and Commercial Thinking
• Analysing

Deciding and Initiating Action
Following Instructions and Procedures
Adapting and Responding to Change
Coping with Pressures and Setbacks
Writing and Reporting
Applying Expertise and Technology
Planning and Organising
Adhering to Principles and Values
Presenting and Communicating Information

Learning and Researching
Working with People
Creating and Innovating

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)
   

The ideal candidate for this role will have:
A minimum of 2 years relevant experience

1 year in Document Management or Admin position experience – essential
Grade 12 essential

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

Closing date for Applications: 23 July 2021 

The base location for this role is, Midrand, Vodacom Campus

• The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
• Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion. 

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.