Role Purpose:

The VodaPay Customer Care Close Loop Consultant is responsible for recovering poor service experiences for
Vodapay customers that rate Vodapay service surveys on the App, Tobi and also live chat.
These consultants will be responsible for initiating contact with all Vodapay TNPS detractors, passives and not
limited to these, by contacting them to recover the service experience and resolve their query, where a query
cannot be resolved immediately on the close loop call it will be logged to the respective area of resolution and the
Close Loop Consultant will case manage the query until resolved.

Knowledge & Education:

Matric:
Preferred Subjects:

Maths/Maths Literacy
Accounting
Business Studies
Knowledge of telecoms / Technology /Digital industry desirable
Numeracy

Experience:
Min 6 months call centre experience
Previous Call Centre, Retail, customer facing experience highly recommended
General understanding of complex billing and payment concepts, credits and rebates and re billing
calculations
Skills & Competencies:
Ability to multi-task between digital and frontline communication channels (chat, inbound and outbound)
Multi-Screen Navigation
Oral and Written Communication
Business writing chat skill required
Customer Service Orientation
Attention to Detail (Generic)
Problem Solving
Adaptability
Resilience
Be able to apply effective listening, questioning & probing skills to develop and comprehensively
understand the customer’s requirements
Identify areas that impact customer experience and provide insight to internal and Vodacom Improvement
teams to drive Improvement opportunities.

Language:
English proficient
Clear well-articulated

Working Hours: (subject to change based on operational requirements)
Monday – Friday ( 08:00- 17:00) (subject to change based on operational requirements