About Company
Vodacom Lesotho, a subsidiary of the Vodacom Group, is a leading telecommunications company in Lesotho. We are at the forefront of connecting people, businesses, and communities across the nation through innovative mobile communication solutions, internet services, and digital platforms. Our commitment extends beyond connectivity; we strive to empower our customers with reliable services and exceptional support. We foster a dynamic and inclusive work environment where talent is nurtured, and employees are encouraged to grow, innovate, and make a meaningful impact in the lives of millions. Join a company that is not just about technology, but about people, progress, and a passion for making a difference.
Job Description
Are you a highly empathetic and tech-savvy individual passionate about delivering outstanding customer experiences through digital channels? Vodacom Lesotho is seeking an ‘Online Support Agent – Immediate Start’ to join our vibrant team in Tosing, Quthing. In this crucial role, you will be the first point of contact for our customers, providing timely and effective support across various online platforms, including live chat, email, and social media. You will be instrumental in resolving customer inquiries, troubleshooting technical issues related to mobile services, internet connectivity, and other Vodacom products, and guiding users through solutions with patience and clarity. This position requires someone who can quickly adapt to new tools and systems, maintain a positive attitude under pressure, and consistently uphold our brand’s reputation for excellent service. If you thrive in a fast-paced environment, possess exceptional communication skills, and are ready to contribute to a company that connects communities, we encourage you to apply. This is an exciting opportunity to grow your career within a leading telecommunications provider, making a tangible impact on customer satisfaction and loyalty. We are looking for someone who can hit the ground running, demonstrating a proactive approach to problem-solving and a genuine desire to help our diverse customer base.
Key Responsibilities
- Provide prompt, accurate, and professional support to Vodacom Lesotho customers via live chat, email, and social media platforms.
- Diagnose and resolve technical issues related to mobile services, data connectivity, billing, and product inquiries.
- Escalate complex issues to appropriate internal teams while maintaining ownership of the customer case until resolution.
- Educate customers on product features, service usage, and self-help options to enhance their overall experience.
- Maintain detailed and accurate records of customer interactions and resolutions in our CRM system.
- Collaborate with cross-functional teams to improve support processes and identify recurring customer issues.
- Stay up-to-date with Vodacom Lesotho's product offerings, services, and policies.
- Contribute to the creation and maintenance of a comprehensive knowledge base for customer and internal use.
- Adhere to company service level agreements (SLAs) and quality standards.
- Act as a brand ambassador, ensuring a consistently positive and helpful customer interaction.
Required Skills
- Excellent written and verbal communication skills in English and Sesotho.
- Proven ability to manage multiple online conversations simultaneously while maintaining high quality.
- Strong problem-solving and analytical skills with a keen eye for detail.
- Proficiency in using customer relationship management (CRM) software and various online support tools.
- Demonstrated empathy and patience when dealing with diverse customer inquiries.
- Ability to work effectively in a hybrid work model, showing initiative and self-motivation.
- Basic technical understanding of mobile devices, operating systems, and internet connectivity.
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field (e.g., IT, Communications, Business).
- 1-2 years of experience in an online customer support, call center, or technical support role.
- Familiarity with telecommunications products and services.
- Experience with social media management tools for customer engagement.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance and wellness programs.
- Paid time off and public holidays.
- Opportunities for professional development and career advancement.
- Hybrid work flexibility (combination of remote and on-site at our Quthing office).
- Employee discounts on Vodacom products and services.
- A dynamic and supportive work environment.
How to Apply
If you are ready to embark on a rewarding career with Vodacom Lesotho, we invite you to apply by clicking the application link below. Please ensure your resume and cover letter highlight your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!