Frontline Telecom Customer Experience Specialist

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

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.