Back Office Customer Resolution Specialist

Vodafone Group Plc; Johannesburg; On-site; ZAR 240,000 - 420,000; Full time

Job summary

Infinity Services Partner Company, a Managed Services business owned by Vodacom, is seeking a Back Office Customer Resolution Agent to handle end-to-end administration, investigation, and resolution of customer requests. The role is based at our Midrand and Centurion sites and operates within our back office team to ensure accurate processing and timely responses.

The ideal candidate will have Grade 12, at least two years’ experience in customer solutions or back-office support within telecoms,

Qualifications

• Grade 12 / Matric.
• Minimum 2 years' experience in a customer solutions or back‑office support environment.
• Minimum 2 years' experience within the telecommunications industry.
• Experience in customer care, case management, or service request processing.
• 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 data integrity and compliance in processing requests and updates in CRM.
• Collaborate with internal departments to resolve issues and close cases.

Skills

Customer service

MS Office

Analytical thinking

Communication

Education

Grade 12 / Matric

Tools

CRM systems

Job description

Infinity Services Partner Company, a Managed Services business owned by Vodacom, is seeking a Back Office Customer Resolution Agent to handle end-to-end administration, investigation, and resolution of customer requests. The role is based at our Midrand and Centurion sites and operates within our back office team to ensure accurate processing and timely responses.

The ideal candidate will have Grade 12, at least two years’ experience in customer solutions or back-office support within telecoms,