Call Centre Agent Customer Acquisition at Vodafone Global Enterprise

Role 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 will 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