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Customer Experience Agent - Front Line (Pipeline)

Posting Country:  South Africa
Date Posted:  14 Sept 2026
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

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. 
 

Join Us

Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.

Infinity Services Partner Company is looking for a Customer Experience Agent - Front Line.


Role Purpose
The Customer Experience Agent – Front Line serves as the first point of contact for customers across multiple service channels, delivering professional, efficient, and customer-centric support. The role is responsible for addressing customer enquiries, resolving service-related issues, processing requests, and ensuring a seamless customer experience at every interaction.

The successful agent will build positive customer relationships through proactive engagement, effective communication, and timely resolution of customer needs. A strong focus of the role is to deliver exceptional customer service, enhance customer satisfaction, and contribute to customer retention by providing a differentiated, best-in-class experience.

Key Accountabilities

  • Manage inbound customer interactions across voice, email, chat, WhatsApp, social media, and other digital platforms.
  • Provide customers with accurate information regarding products, services, processes, and policies.
  • Handle customer enquiries and service requests efficiently and professionally.
  • Resolve customer issues at first point of contact where possible.
  • Escalate complex customer concerns through the appropriate channels and ensure follow-through until resolution.
  • Process customer transactions, service requests, amendments, and orders accurately.
  • Maintain comprehensive and accurate records of all customer interactions within the CRM system.
  • Deliver consistent service in line with customer experience standards and operational objectives.
  • Educate customers on available self-service and digital solutions.
  • Support customers with basic troubleshooting and service guidance where applicable.
  • Identify opportunities to improve customer experience and customer retention.
  • Meet individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Engage across all digital platforms, WhatsApp, email, chat, voice, web, etc.

Performance Expectations

  • Achieve First Contact Resolution (FCR) wherever possible.
  • Meet or exceed customer satisfaction (CSAT) and service quality targets.
  • Deliver an exceptional customer experience across all customer touchpoints.
  • Meet operational KPIs, including productivity, quality, adherence, and service levels.
  • Demonstrate professionalism and empathy in all customer interactions.
  • Ensure timely resolution and follow-up of customer enquiries.
  • Maintain high levels of accuracy when processing customer requests.
  • Support customer retention initiatives through effective problem-solving and service excellence.

 

Customer Focus

  • Passion for delivering excellent customer service.
  • Ability to build trust and rapport with customers.
  • Strong understanding of customer needs and expectations.

 

Communication

  • Excellent verbal and written communication skills.
  • Ability to communicate clearly, professionally, and empathetically.
  • Ability to write professional business emails and customer correspondence 

 

Problem Solving

  • Strong analytical and troubleshooting skills.
  • Ability to identify root causes and provide effective solutions.
  • Sound judgment when handling customer issues and escalations.

 

Technical & Operational

  • Proficiency in customer service systems and CRM platforms.
  • Strong keyboard and typing skills.
  • Ability to navigate multiple systems simultaneously.
  • Working across various customer engagement channels (voice, chat, email, social media, and messaging platforms).

The ideal candidate for this role will have:

  • Matric / Grade 12 (Essential)
  • Relevant customer service courses, certifications, or short programmes.
  • Minimum 2 years' experience in a customer-facing environment.
  • Minimum 2 years' experience within the telecommunications industry (Essential).

This is a 12 month Fixed Term Contract position

 

Closing date for Applications: 22 September 2026
 
The base location for this role is Midrand and Centurion, Infinity Services Partner Division.


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. Infinity Services Partner 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.

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