About Company
Vodacom Mozambique is a leading telecommunications company dedicated to connecting people and businesses across the nation. As part of the Vodacom Group, we are committed to driving digital inclusion and innovation, providing a wide range of mobile, data, and digital services to millions of customers. Our mission is to transform lives through technology, fostering growth and development within the communities we serve. We pride ourselves on a vibrant, inclusive work culture that values diversity, continuous learning, and customer-centricity. Joining Vodacom Mozambique means becoming part of a dynamic team focused on making a real impact and shaping the future of communication in Mozambique. We invest in our people, offering opportunities for career development and fostering an environment where talent can thrive. We believe in empowering our employees to reach their full potential, contributing to both personal and organizational success. Our commitment to excellence extends to our customer service, where every interaction is an opportunity to build lasting relationships.
Job Description
Are you passionate about helping people and eager to kick-start your career in customer service? Vodacom Mozambique is seeking a dedicated and enthusiastic Call Center Aide to join our bustling customer care team in Pemba. In this full-time, on-site role, you will be the first point of contact for our valued customers, providing exceptional support and ensuring a positive experience with every interaction. Your primary responsibility will be to answer incoming calls, address customer inquiries, resolve service issues, and provide information about Vodacom’s products and services with clarity and professionalism. This is an incredible opportunity to develop crucial communication and problem-solving skills, contributing directly to customer satisfaction and brand loyalty. We are looking for an individual who is empathetic, patient, and possesses a strong desire to assist others while maintaining a high level of accuracy and efficiency. You will be thoroughly trained on our systems and comprehensive product offerings, empowering you to effectively troubleshoot common problems and guide customers through various processes, from account activation to technical support. If you thrive in a fast-paced, collaborative environment and are committed to delivering outstanding service, we encourage you to apply and become a vital part of our customer-focused team. Your contribution will be key to maintaining Vodacom Mozambique’s reputation for excellent customer support and ensuring our customers remain connected, informed, and satisfied with their experience.
Key Responsibilities
- Respond promptly and professionally to inbound customer inquiries via telephone, providing accurate and comprehensive information regarding services, billing, and promotions.
- Troubleshoot and resolve customer service issues, technical problems (e.g., network connectivity, device settings), and billing inquiries efficiently and effectively.
- Guide customers through various processes, including account activation, service upgrades, data bundle purchases, and troubleshooting steps for mobile and data services.
- Document all customer interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring all details are captured for future reference.
- Escalate complex issues to appropriate specialist departments for further investigation and resolution, ensuring timely follow-up and communication with the customer.
- Maintain up-to-date knowledge of Vodacom's products, services, promotions, and company policies through continuous learning and training sessions.
- Adhere strictly to communication scripts, quality standards, and company procedures while demonstrating flexibility and personalization in customer interactions.
- Meet or exceed individual and team performance targets, including call handling time, first call resolution rates, customer satisfaction scores, and adherence to schedule.
- Collaborate actively with team members and supervisors to continuously improve service delivery processes, customer experience strategies, and overall team performance.
Required Skills
- Excellent verbal communication skills in Portuguese, with clear pronunciation, articulation, and a professional tone.
- Proficiency in basic computer applications (e.g., Microsoft Office Suite) and the ability to quickly learn and navigate new software systems and tools.
- Strong active listening skills and the ability to empathize with customer concerns, turning negative experiences into positive ones.
- Effective problem-solving abilities, critical thinking, and a calm demeanor when handling challenging customer situations under pressure.
- Ability to work independently, manage time effectively, and prioritize tasks in a dynamic, high-volume call center environment.
- High school diploma or equivalent educational qualification.
Preferred Qualifications
- Previous experience (1 year) in a call center, customer service, or retail sales role, preferably within the telecommunications industry.
- Familiarity with telecommunications products and services, including mobile plans, data packages, and value-added services.
- Bilingual proficiency in English or a relevant local language (e.g., Macua, Mwani, Kimwani) is a strong advantage.
- Experience using CRM software (e.g., Salesforce, Oracle Siebel) and other customer service management tools.
Perks & Benefits
- Competitive salary package commensurate with experience and qualifications.
- Comprehensive health and wellness benefits, including medical insurance.
- Extensive opportunities for professional development and career growth within a leading global telecom company.
- Ongoing training programs, workshops, and mentorship to enhance your skills and knowledge.
- A vibrant, supportive, and inclusive work environment that fosters teamwork and innovation.
- Employee discounts on Vodacom products and services for personal use.
- Performance-based incentives and recognition programs.
How to Apply
To apply for this exciting opportunity and become a part of the Vodacom Mozambique family, please visit our dedicated careers page. Submit your detailed resume and a compelling cover letter outlining your suitability for the role, highlighting your customer service experience, and expressing why you are passionate about joining Vodacom Mozambique. Click on the link below to apply.