Customer Experience Agent - Front Line (Pipeline)

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

Job summary

Infinity Services Partner Company, a Managed Services business wholly owned by Vodacom, is seeking a Customer Experience Agent - Front Line. The role serves as the first contact for customers across multiple service channels, delivering professional, efficient, and customer-centric support in a dynamic environment.

The ideal candidate will handle inquiries, process requests, and ensure a seamless customer experience, with strong communication, problem-solving, and CRM proficiency.

Qualifications

• Matric / Grade 12 is essential.
• Minimum 2 years' experience in a customer-facing environment.
• Minimum 2 years' experience within the telecommunications industry is essential.

Responsibilities

• Manage inbound customer interactions across voice, email, chat, WhatsApp, social media and other digital platforms.
• Provide accurate information regarding products, services, processes and policies.
• Handle customer inquiries and service requests efficiently and professionally.
• Resolve customer issues at first contact where possible.
• Escalate complex concerns and ensure follow-through until resolution.

Skills

Communication skills

Problem solving

CRM systems

Education

Matric / Grade 12

Tools

CRM platforms

Job description

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.