About Company
Vodacom Lesotho, a proud member of the Vodacom Group, stands as a leading telecommunications company dedicated to connecting Lesotho to the future. Since our inception, we have been at the forefront of innovation, consistently providing cutting-edge mobile communication, data, and digital services to individuals, businesses, and communities across the Mountain Kingdom. Our commitment extends beyond mere connectivity; we strive to empower Basotho through accessible technology, fostering economic growth, and enhancing social inclusion. At Vodacom Lesotho, we believe in a vibrant, inclusive work environment where every voice is heard, and every contribution makes a tangible difference. We are deeply invested in the growth and development of our employees, offering ample opportunities for learning, career progression, and engagement with transformative projects. Join a team that is not just building a network, but building a better future for Lesotho, one connection at a time. Be part of a company that values integrity, passion, and a relentless focus on customer satisfaction, making a real impact on millions of lives every day.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a fast-paced environment where every interaction is an opportunity to make a difference? Vodacom Lesotho is actively seeking a dynamic and empathetic Customer Support Agent to join our dedicated team in Ha Mabote, Maseru. In this essential role, you will be the frontline voice of Vodacom, providing exceptional service and support to our valued customers. You will be responsible for handling a variety of customer inquiries, from technical troubleshooting and billing questions to service activations and product information, across multiple communication channels including phone, email, and live chat. This position requires someone who can listen actively, analyze situations quickly, and offer effective, tailored solutions that not only resolve immediate issues but also enhance the customer’s overall experience with Vodacom.
We are looking for individuals who are not just problem-solvers but also proactive relationship-builders, committed to maintaining Vodacom’s reputation for outstanding service. You will become an expert in our products and services, guiding customers through features, benefits, and usage, ensuring they get the most out of their Vodacom experience. This role offers an exciting opportunity to grow your professional skills within the thriving telecommunications industry, working alongside a supportive team that fosters collaboration and continuous learning. If you are passionate about customer satisfaction and eager to contribute to a company that connects communities, we encourage you to apply today and embark on a rewarding career journey with Vodacom Lesotho.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and live chat, ensuring high levels of customer satisfaction.
- Identify and assess customer needs to achieve satisfaction, providing accurate and complete information.
- Diagnose and troubleshoot technical issues related to mobile services, internet connectivity, and other Vodacom products.
- Assist customers with billing inquiries, account management, service activations, and plan changes.
- Educate customers on product features, benefits, and best practices to maximize their experience.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to appropriate internal departments for further investigation and resolution.
- Maintain up-to-date knowledge of Vodacom products, services, policies, and procedures.
- Participate in ongoing training and development programs to enhance customer service skills and product expertise.
- Contribute to team goals by achieving personal and team performance metrics.
Required Skills
- Excellent verbal and written communication skills in English and Sesotho.
- Strong active listening and comprehension abilities.
- Proven problem-solving and analytical skills.
- Proficiency in basic computer applications (MS Office Suite, internet browsers).
- Ability to work effectively in a fast-paced, high-volume environment.
- High degree of empathy, patience, and customer-centricity.
- Strong organizational skills and attention to detail.
- Ability to adapt to changing situations and customer needs.
Preferred Qualifications
- A Diploma or Degree in Business Administration, Communications, IT, or a related field.
- 1-2 years of experience in a customer service, call center, or client-facing role, preferably within the telecommunications industry.
- Familiarity with CRM software and ticketing systems.
- Basic technical understanding of mobile devices and internet technologies.
Perks & Benefits
- Competitive salary package.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- Ongoing training and mentorship programs.
- Dynamic and supportive work environment.
- Employee discounts on Vodacom products and services.
- Contribution to a leading telecommunications company making a difference in Lesotho.
How to Apply
Interested candidates are invited to submit their application through our official Vodacom Lesotho careers portal. Please click on the link below to access the application page, create an account if you don’t have one, and follow the instructions provided to apply for this exciting opportunity. We look forward to receiving your application!