Customer Acquisition Agent at Vodafone Global Enterprise

Your responsibilities will include:

• To provide telephonic support to Trade Partners and customers on matters relating to the Customer Acquisition process and IT systems.
• To ensure that all the Customer Acquisition service levels are attained through effective customer service, quality, professionalism, and good product knowledge
• To resolve queries from Trade Partners and customers related to credit vetting, transfer of ownership requests, activation, and confirmation failures
• To perform detailed, accurate and relevant assessment of all credit vetting requests escalated for manual assessment, in according with company policy and guidelines
• 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.
• 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 process requests for the transfer of ownership of subscriber services on Vodacom’s billing system.

The ideal candidate for this role will have:

• A minimum of 2 years relevant experience including
• 1 year in a call centre environment (preferably financial
• services / credit orientated) essential.
• Grade 12 essential
• A 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.

Behaviour:

• High level of professionalism.
• Passion for customer service.
• Enthusiastic and well spoken.
• Able to apply policies consistently in overall decision making.
• Ability to remain calm and professional during contentious engagement.
• Ability to work under pressure.
• Ability to work towards and deliver key KPI and Service Level requirements.
• Ability to seamlessly adjust to and incorporate strategic / operational changes