About Company
Vodacom Mozambique is a leading telecommunications company dedicated to connecting people and businesses across Mozambique. With a strong commitment to innovation, customer satisfaction, and community development, we offer a wide range of mobile and data services. Our mission is to empower individuals and drive progress through reliable communication solutions, making a tangible difference in the lives of millions. We foster a dynamic and inclusive work environment where talent is nurtured, and every employee is encouraged to reach their full potential, contributing to our collective success.
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service? Vodacom Mozambique is seeking a highly motivated and enthusiastic Customer Relationship Assistant to join our vibrant team in Chuiba, Pemba. This entry-level position is perfect for individuals who are natural communicators, problem-solvers, and have a genuine desire to make a positive impact on customer experiences. As a Customer Relationship Assistant, you will be the first point of contact for our valued customers, providing exceptional support, resolving inquiries, and ensuring a seamless experience with Vodacom’s products and services. You will play a crucial role in building and maintaining strong customer relationships, reflecting our brand’s commitment to excellence and reliability. This role offers an incredible opportunity to learn the intricacies of the telecommunications industry, develop essential professional skills, and grow within a globally recognized company. We believe in investing in our people, and this position comes with comprehensive training and mentorship to ensure your success. If you’re ready to embark on a rewarding career journey where your contributions are valued and your potential is limitless, we encourage you to apply and become a part of the Vodacom family in Pemba.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via various channels (in-person, phone, email, chat).
- Provide accurate and timely information regarding Vodacom products, services, promotions, and billing.
- Assist customers with account management, service activations, recharges, and troubleshooting basic technical issues.
- Resolve customer complaints and issues with empathy and efficiency, escalating complex cases to senior staff when necessary.
- Educate customers on self-service options and digital tools available to enhance their experience.
- Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
- Collaborate with internal teams to ensure seamless service delivery and customer satisfaction.
- Actively listen to customer feedback and contribute to improving service processes and offerings.
- Adhere to company policies, procedures, and service level agreements at all times.
- Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
Required Skills
- Excellent verbal and written communication skills in Portuguese and English (Swahili is a plus).
- Strong interpersonal skills with a friendly and approachable demeanor.
- Ability to actively listen, empathize, and build rapport with customers.
- Exceptional problem-solving and conflict resolution abilities.
- Proficiency in basic computer applications (MS Office Suite).
- High school diploma or equivalent.
- Ability to work effectively in a fast-paced and dynamic environment.
- Demonstrated ability to learn quickly and adapt to new systems and processes.
Preferred Qualifications
- Previous experience in a customer-facing role (even volunteer or part-time).
- Familiarity with telecommunications products and services.
- Knowledge of local culture and community in Pemba.
- A diploma or certificate in customer service, business administration, or a related field.
Perks & Benefits
- Competitive entry-level salary and performance-based incentives.
- Comprehensive health insurance package.
- Extensive training and professional development opportunities.
- Clear career progression paths within Vodacom Mozambique.
- Generous paid time off and public holidays.
- Employee discounts on Vodacom products and services.
- Access to an Employee Assistance Program for personal and professional support.
- A supportive and inclusive work culture.
- Opportunities to engage in community development initiatives.
How to Apply
If you are a driven individual looking to start a fulfilling career in customer relations with a leading telecommunications company, we encourage you to apply. Please click on the application link below to submit your resume and a cover letter detailing your interest and relevant skills. We look forward to reviewing your application and potentially welcoming you to the Vodacom family.