About Company
Vodacom Lesotho is a leading telecommunications company dedicated to connecting the people of Lesotho. With a commitment to innovation, customer satisfaction, and community development, we provide a comprehensive range of mobile communication services, including voice, data, and mobile money solutions. Our mission is to transform lives through technology, ensuring that every Mosotho has access to reliable and affordable connectivity. We foster a dynamic and inclusive work environment where talent is nurtured, diversity is celebrated, and every employee contributes to our collective success. Joining Vodacom Lesotho means becoming part of a global family with a local heart, driven by the purpose of creating a better-connected future for all.
Job Description
Are you passionate about making a real difference in people’s lives through exceptional service? Do you thrive in a remote work environment, equipped with the latest tools to connect with customers? Vodacom Lesotho is seeking a dedicated and enthusiastic Customer Experience Assistant to join our dynamic team. In this pivotal remote role, you will be the friendly voice and helpful guide for our valued customers, ensuring their interactions with Vodacom are seamless, positive, and memorable. You’ll be instrumental in shaping our brand’s reputation, addressing inquiries, resolving issues, and providing comprehensive support across various digital channels. This isn’t just a support role; it’s an opportunity to become a customer advocate, understand their needs deeply, and contribute directly to their satisfaction and loyalty. We believe in empowering our team members to take ownership, innovate, and continuously learn, all from the comfort and convenience of your home office. Join us and help connect Lesotho, one exceptional customer experience at a time, ensuring our customers feel valued and heard from wherever you are based.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries, feedback, and support needs via phone, email, chat, and social media channels.
- Diagnose and resolve customer issues efficiently and effectively, escalating complex problems to the appropriate internal teams when necessary.
- Provide accurate and comprehensive information about Vodacom products, services, and promotions.
- Maintain detailed and organized records of customer interactions, transactions, and feedback in our CRM system.
- Proactively identify opportunities to enhance the customer experience and contribute to process improvements.
- Collaborate with other departments to ensure a cohesive and integrated approach to customer service.
- Adhere to company policies, procedures, and service level agreements (SLAs) to ensure consistent service delivery.
- Participate in ongoing training and development to stay updated on product knowledge and customer service best practices.
- Represent Vodacom Lesotho with professionalism and a positive attitude in all customer interactions.
Required Skills
- Excellent verbal and written communication skills in English and Sesotho.
- Strong problem-solving abilities and a calm demeanor under pressure.
- Proficiency in using digital communication tools and CRM software.
- Exceptional empathy and active listening skills to understand customer needs.
- Ability to work independently and manage time effectively in a remote setting.
- Basic computer literacy, including Microsoft Office Suite.
- Reliable internet connection and a conducive home office environment.
Preferred Qualifications
- Previous experience (1+ year) in a customer service, call center, or customer experience role, preferably in telecommunications.
- A diploma or degree in Business Administration, Marketing, Communications, or a related field.
- Familiarity with Vodacom products and services.
- Demonstrated ability to adapt to new technologies quickly.
Perks & Benefits
- Competitive salary package.
- The flexibility and convenience of a fully remote work model.
- Opportunities for professional growth and career advancement within Vodacom Lesotho.
- Access to ongoing training and development programs.
- A supportive and collaborative team environment.
- Employee discounts on Vodacom products and services.
- Contribution to a leading organization shaping the future of connectivity in Lesotho.
How to Apply
Interested candidates who meet the above criteria are encouraged to apply online. Please click on the application link below to submit your application directly through our careers portal.