About Company
Vodacom Lesotho, a proud member of the Vodacom Group, is a leading telecommunications company dedicated to connecting people across the Kingdom of Lesotho. Since our inception, we have been at the forefront of innovation, providing reliable mobile network services, internet solutions, and cutting-edge digital products to individuals, businesses, and communities. Our mission is to transform lives through technology, ensuring access to communication and empowering progress. We are committed to fostering a diverse, inclusive, and dynamic work environment where every employee can thrive, grow, and contribute to our shared success. Join a company that values customer satisfaction, technological excellence, and making a tangible difference in society.
Job Description
Are you a highly empathetic and articulate individual with a passion for exceptional customer service? Vodacom Lesotho is seeking a dedicated Customer Chat Representative to join our remote team and provide immediate support to our valued customers. In this vital role, you will be the friendly voice (or rather, text) of Vodacom, engaging with customers through our digital chat platforms to answer inquiries, resolve issues, and provide comprehensive information about our products and services. This is a fantastic opportunity for someone who thrives in a fast-paced, problem-solving environment and is eager to make a significant impact from the comfort of their home.
As a Customer Chat Representative, you will be instrumental in maintaining high levels of customer satisfaction, building strong relationships, and ensuring a seamless customer experience. Your day-to-day will involve handling a diverse range of customer queries, from billing and account management to technical support and product features. We are looking for self-starters with excellent written communication skills, a keen eye for detail, and the ability to multitask effectively. While this is a remote position, you will be an integral part of our dynamic customer care team, collaborating virtually and contributing to a supportive work culture. We offer comprehensive training, competitive remuneration, and ample opportunities for professional growth within Vodacom Lesotho. If you’re ready to embark on a rewarding career and help us continue connecting Lesotho, we encourage you to apply!
Key Responsibilities
- Respond promptly and professionally to customer inquiries and service requests via live chat, ensuring a high level of customer satisfaction.
- Diagnose and resolve customer issues related to mobile services, data, billing, and other Vodacom products with accuracy and efficiency.
- Provide clear, concise, and accurate information regarding product features, service plans, promotions, and company policies.
- Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system.
- Escalate complex or unresolved issues to the appropriate internal departments for further investigation and resolution.
- Educate customers on self-service options and digital tools to enhance their overall experience.
- Achieve and exceed individual and team performance targets, including response times, resolution rates, and customer satisfaction scores.
- Stay up-to-date with all new product launches, service updates, and company policies.
- Contribute to a positive team environment through collaborative communication and sharing best practices.
Required Skills
- Exceptional written communication and grammar skills in English.
- Strong problem-solving abilities and a logical approach to troubleshooting.
- Proficiency in typing and navigating multiple software applications simultaneously.
- High level of empathy and a customer-centric mindset.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a conducive home office environment.
- Basic computer literacy and comfort with digital communication tools.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Previous experience (6+ months) in a customer service, call centre, or chat support role.
- Familiarity with telecommunications products and services.
- A relevant diploma or certificate in a business, IT, or related field.
- Experience using CRM software and live chat platforms.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work remotely from anywhere in Ha Ramokoatsi, Mohale’s Hoek.
- Comprehensive training and ongoing professional development.
- Career growth opportunities within Vodacom Lesotho and the broader Vodacom Group.
- Contribution towards internet expenses for remote work.
- Supportive virtual team environment.
- Access to Vodacom employee benefits package (details shared upon offer).
How to Apply
Interested candidates are invited to apply by clicking the link below. Please ensure your resume is up-to-date and highlights your relevant experience and skills for this remote customer chat representative role. Once on the Vodacom Group careers portal, you may need to filter by ‘Lesotho’ and search for ‘Customer Service’ or ‘Chat Representative’ roles to locate similar opportunities. We look forward to reviewing your application!