Vodacom is recruiting Entry Level Customer Resolution Agents to support its customer service operations across South Africa. The role focuses on end-to-end resolution of customer queries, sales support, and relationship management. It is an ideal opportunity for matriculants and early-career candidates looking to enter the telecommunications sector.
Customer Resolution Agent Role Overview
The position centres on delivering exceptional customer service across various platforms. Agents will handle customer interactions, manage case queries, and provide accurate product and service information. The goal is to maintain high satisfaction levels while meeting performance targets and supporting Vodacom customers with timely solutions.
Key Responsibilities
Successful candidates will take on a wide range of service and support duties, including:
- Answering customer calls and handling general queries
- Managing end-to-end case resolution with follow-ups
- Providing accurate product and service information
- Processing customer requests and orders
- Engaging customers across WhatsApp, email, voice, chat and web channels
- Maintaining customer interaction records in the CRM system
- Applying the First Call Resolution approach
- Supporting customer satisfaction through efficient problem-solving
- Using available tools to make recommendations and resolve future queries
- Managing customer relationships and expectations proactively
- Troubleshooting issues and escalating concerns when needed
- Offering solutions tailored to customer needs
Agents will also play a role in customer retention and stakeholder coordination, while aligning with key performance goals.
Minimum Requirements
To qualify for the role, applicants should meet the following criteria:
- Grade 12 / Matric Certificate
- Post-matric qualification (advantageous but not essential)
- Computer literacy
- Strong written and verbal communication skills
- Attentive listening abilities
Skills and Competencies
Vodacom is seeking candidates with a mix of technical, interpersonal and customer-focused skills. The following competencies will be advantageous:
- Basic knowledge of Microsoft Word, Excel and PowerPoint
- Understanding of sales environments
- Familiarity with accounting principles, statements and invoices
- Negotiation and decision-making abilities
- Knowledge of the telecommunications landscape
- Proactive customer care approach
- Logical thinking and problem-solving
- Active and effective listening skills
- Ability to handle setbacks and pressure
- Planning and organising abilities
- Influencing and persuasion skills
- Experience working across channels such as chat, voice, email and WhatsApp
- Presentation and communication skills
- Relationship management
- Business email writing
- Ability to work remotely and manage time effectively
- Selling and networking capabilities
Ideal Candidate Profile
The position suits individuals who are solutions-driven, confident communicators and able to work with people in a fast-paced environment. A passion for customer satisfaction, attention to detail and adaptability will stand out in the selection process.
How to Apply
Candidates interested in the Entry Level Customer Resolution Agent role should prepare a professional CV that highlights relevant skills, customer service experience and communication strengths. Applications must be submitted through the official Vodacom recruitment platform or the job listing channel where the vacancy appears.
This vacancy offers young professionals and matriculants a doorway into the telecommunications industry with one of the country’s most established brands. The role provides exposure to customer engagement, digital platforms and commercial operations, which can serve as a foundation for long-term career growth.
Check also: Department of Justice and Constitutional Development Vacancies