Position Summary:
To receive Vodacom contracts and upgrades from Stores and Regional offices, process applications from the Document Management queue, as well as sending and requesting documents from offsite storage Companies (Warehouses); as escalated through the relevant customer acquisition workflow and queue management systems
Key Responsibilities:
- To resolve escalated queries through the correct channels as specified in the agreed Policies and Procedures
- To ensure that all Customer Acquisition service levels are attained through effective customer service, quality, professionalism, and good product knowledge
- To provide telephonic support to Trade Partners and customers on matters relating to the Customer Acquisition process and IT systems
- To process Document requests accurately and timeously from All Stakeholders and provide the relevant feedback.
- To receive documents accurately and timeously via Ram Ground and despatch to the relevant Warehouse.
- 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 provide Trade Partners and customers with detailed explanations of the outcome and status of their requests
- 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.
What you’ll have:
- Good oral communication skills
- Interpersonal skills
- Knowledge of and experience in the use of Vodacom’s billing system – desirable
- Good listening skills
- Good problem-solving skills
- Good communication skills
- Customer verification, validation, and confirmation
- Ability to work under pressure
- Quality awareness
- Customer creation and subscriber activations process
- Good persuasion skills
- Credit vetting process and decision-making knowledge
- A minimum of 2 years relevant experience including 1 year in Document Management or Admin position experience – essential
- Ability to deal effectively with irate customers