Job Summary

We are seeking a dedicated social media community manager consultant to join our team. As a community manager, you will play a critical role in ensuring our customers receive prompt and efficient assistance through online chat and messaging platforms. Your primary goal will be to provide excellent customer service and resolve customer inquiries and issues in real-time.

Duties and Responsibilities

• Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, and assisting them efficiently.
• Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
• Meet or exceed performance targets, including response time.
• Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.

Requirements and Qualifications

• Matric qualification
• Excellent written communication skills with a strong command of grammar and spelling.
• Previous customer service or chat support experience is a plus but not required.
• Strong problem-solving skills and the ability to think quickly and logically.
• Proficiency in using computers and familiarity with chat and messaging platforms.
• Ability to multitask effectively and handle multiple chat conversations simultaneously.
• Empathy, patience, and a customer-focused attitude.
• Willingness to work flexible hours, including evenings, weekends, and holidays if required.
• Team player with strong interpersonal skills.
• Ability to adapt to changing processes and technologies.

Salary and rates including allowances, incentives: R35 per Hour for the first 3 months probation – once deemed competent you will earn a basic salary of R7 000.00 per month

Days & times of work:

The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 – Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) 365 days a year, including public holidays.

Role Purpose:

The VodaPay Customer Care Close Loop Consultant is responsible for recovering poor service experiences for
Vodapay customers that rate Vodapay service surveys on the App, Tobi and also live chat.
These consultants will be responsible for initiating contact with all Vodapay TNPS detractors, passives and not
limited to these, by contacting them to recover the service experience and resolve their query, where a query
cannot be resolved immediately on the close loop call it will be logged to the respective area of resolution and the
Close Loop Consultant will case manage the query until resolved.

Knowledge & Education:

Matric:
Preferred Subjects:

Maths/Maths Literacy
Accounting
Business Studies
Knowledge of telecoms / Technology /Digital industry desirable
Numeracy

Experience:
Min 6 months call centre experience
Previous Call Centre, Retail, customer facing experience highly recommended
General understanding of complex billing and payment concepts, credits and rebates and re billing
calculations
Skills & Competencies:
Ability to multi-task between digital and frontline communication channels (chat, inbound and outbound)
Multi-Screen Navigation
Oral and Written Communication
Business writing chat skill required
Customer Service Orientation
Attention to Detail (Generic)
Problem Solving
Adaptability
Resilience
Be able to apply effective listening, questioning & probing skills to develop and comprehensively
understand the customers requirements
Identify areas that impact customer experience and provide insight to internal and Vodacom Improvement
teams to drive Improvement opportunities.

Language:
English proficient
Clear well-articulated

Working Hours: (subject to change based on operational requirements)
Monday Friday ( 08:00- 17:00) (subject to change based on operational requirements