About Company
Vodacom Lesotho is a leading telecommunications company in Lesotho, dedicated to connecting people and businesses across the nation. As part of the Vodacom Group, a prominent African mobile communications company, we are committed to driving digital inclusion and empowering our communities through innovative products and services. With a robust network infrastructure and a customer-centric approach, Vodacom Lesotho strives to deliver exceptional value, ensuring reliable communication and accessible technology for every Mosotho. Our journey began in 1996, and since then, we have grown to become a cornerstone of the country’s digital landscape, constantly evolving to meet the dynamic needs of our subscribers. We pride ourselves on our commitment to corporate social responsibility, investing in initiatives that uplift education, health, and economic development within Lesotho. Join our vibrant team and be part of an organization that is shaping the future of connectivity and enhancing lives across the Mountain Kingdom.
Job Description
Are you passionate about delivering outstanding customer experiences? Do you thrive in a dynamic environment where every interaction makes a difference? Vodacom Lesotho is seeking a dedicated and enthusiastic Customer Service Officer to join our team in Teyateyaneng. In this pivotal role, you will be the friendly face and voice of Vodacom, serving as the primary point of contact for our valued customers. You will be instrumental in assisting them with inquiries, resolving issues, processing service requests, and providing comprehensive information about our wide range of products and services. Your day-to-day will involve engaging with customers through various channels, including in-person at our service centre, over the phone, and potentially via digital platforms. You’ll be empowered to troubleshoot technical issues, explain billing details, activate new services, and guide customers through the optimal use of their mobile and data solutions. This role is more than just answering questions; it’s about building lasting relationships, understanding customer needs, and consistently exceeding expectations. We are looking for someone who can not only solve problems efficiently but also represent the Vodacom brand with professionalism and warmth. If you possess a genuine desire to help, excellent communication skills, and a commitment to service excellence, we encourage you to apply and become a key player in our mission to connect Lesotho. This is an exciting opportunity to contribute to a leading telecommunications provider and grow your career within a supportive and innovative environment. We value proactive individuals who are eager to learn, adapt, and contribute positively to our team culture. Your ability to empathize, communicate clearly, and maintain composure under pressure will be critical to your success in this role. Join us and help us continue to provide the best possible service to our customers across Mapoteng and beyond.
Key Responsibilities
- Address customer inquiries and resolve issues effectively and efficiently across various communication channels.
- Provide accurate and up-to-date information about Vodacom products, services, promotions, and tariffs.
- Process service activations, deactivations, upgrades, and billing adjustments accurately.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure satisfactory resolution.
- Educate customers on self-service options, digital channels, and the optimal use of their mobile and data solutions.
- Maintain a high level of customer satisfaction and strive to exceed service standards in every interaction.
- Document all customer interactions, feedback, and transactions accurately in the CRM system.
- Collaborate with internal teams, including technical support and sales, to escalate and resolve complex customer issues.
- Adhere strictly to company policies, procedures, and regulatory requirements, ensuring compliance and data privacy.
Required Skills
- Excellent verbal and written communication skills in both English and Sesotho.
- Proven ability to work effectively and maintain composure in a fast-paced, high-volume customer service environment.
- Strong problem-solving, active listening, and conflict resolution abilities.
- Proficiency in using computers and navigating various software applications, including Microsoft Office Suite.
- Ability to empathize with customers, understand their needs, and maintain a positive, professional demeanor.
- A genuine passion for helping people and a commitment to delivering exceptional service.
- Ability to learn new products, services, and system functionalities quickly.
Preferred Qualifications
- Diploma or certificate in Business Administration, Marketing, Communications, or a related field.
- Previous experience (1+ year) in the telecommunications industry or a similar customer-facing role.
- Familiarity with CRM software and customer service platforms.
- Experience handling cash and performing basic accounting tasks.
- Knowledge of Vodacom products and services.
Perks & Benefits
- Competitive salary package commensurate with experience.
- Comprehensive health and wellness programs.
- Significant opportunities for career growth and professional development within a leading company.
- Employee discounts on Vodacom products and services.
- A supportive, inclusive, and collaborative work environment.
- Pension fund contributions and other social benefits.
- Paid time off, including annual leave and public holidays.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your CV and a compelling cover letter highlight your relevant experience, qualifications, and suitability for this role. Only shortlisted candidates will be contacted for an interview. We look forward to reviewing your application!