CAD Call Centre Agent
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Role Purpose/Business Unit:
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 a 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 center 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
Behavior
Extreme Importance
- Delivering Results and Meeting Customer Expectations
- Persuading and Influencing
- Relating and Networking
- Achieving Personal Work Goals and Objectives
- Entrepreneurial and Commercial Thinking –
- Analysing
High Importance
- Deciding and Initiating Action - include
- 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
Moderate Importance
- Learning and Researching
- Working with People
- Creating and Innovating
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 fiber connection discounts, and exclusive staff discounts offered in collaboration with partner companies
Closing date for Applications: 22 May 2024.
The base location for this role is Vodacom Midrand 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.