Back-Office Customer Resolution Specialist

Vodacom; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Infinity Services Partner Company, a Vodacom-backed managed services provider, is seeking a Back Office Customer Resolution Agent to handle end-to-end administration, investigation, and resolution of customer service requests from frontline teams. You will collaborate with internal departments to diagnose issues, process requests, and ensure accurate data, timely resolutions, and strict adherence to SLAs.

This 12-month fixed-term contract is based in Midrand and Centurion and offers exposure to

Qualifications

• Grade 12 / Matric is required.
• Minimum 2 years' experience in customer solutions or back-office support.
• Experience in the telecommunications industry.
• Proficiency in Microsoft Office applications.

Responsibilities

• Manage service requests, cases, and escalations from frontline customer service channels.
• Own and manage customer queries from receipt through to final resolution.
• Investigate customer complaints, service issues, and operational exceptions.
• Ensure timely follow-up and feedback on all assigned cases.
• Monitor case progress and proactively drive resolution within agreed service levels.
• Escalate unresolved or high-priority issues through appropriate channels.

Skills

Customer service

Case management

Data validation

Attention to detail

Education

Grade 12 / Matric

Tools

CRM systems

Microsoft Office

Job description

Infinity Services Partner Company, a Vodacom-backed managed services provider, is seeking a Back Office Customer Resolution Agent to handle end-to-end administration, investigation, and resolution of customer service requests from frontline teams. You will collaborate with internal departments to diagnose issues, process requests, and ensure accurate data, timely resolutions, and strict adherence to SLAs.

This 12-month fixed-term contract is based in Midrand and Centurion and offers exposure to