Frontline CX Specialist - Multichannel Support

Vodafone Group Plc; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Infinity Services Partner Company is seeking a Customer Experience Agent – Front Line in Midrand/Centurion for a 12-month fixed-term contract. You will handle inbound interactions across voice, email, chat, and social channels, delivering professional, customer-centric support.

The role requires matric, 2+ years in a customer-facing telecom environment, and a focus on first-contact resolution, CRM record accuracy, and CSAT targets. Training and growth opportunities are provided.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Empathy

Education

Matric / Grade 12

Customer service courses/certifications

Tools

CRM platforms

Job description

Infinity Services Partner Company is seeking a Customer Experience Agent – Front Line in Midrand/Centurion for a 12-month fixed-term contract. You will handle inbound interactions across voice, email, chat, and social channels, delivering professional, customer-centric support.

The role requires matric, 2+ years in a customer-facing telecom environment, and a focus on first-contact resolution, CRM record accuracy, and CSAT targets. Training and growth opportunities are provided.