About Company
Vodacom Lesotho is a leading telecommunications company dedicated to connecting people across the Mountain Kingdom. With a rich history of innovation and a steadfast commitment to customer satisfaction, we provide reliable mobile network services, innovative digital solutions, and exceptional support to millions of customers. We believe in empowering our employees to make a real difference and contribute to the digital transformation of Lesotho. Joining Vodacom Lesotho means becoming part of a forward-thinking organization that values diversity, collaboration, and continuous growth. We are more than just a network provider; we are a community builder, dedicated to improving lives through technology. Come contribute to a vibrant culture where your skills are honed, and your career trajectory is propelled forward.
Job Description
Are you a highly empathetic and tech-savvy individual looking for an immediate opportunity to make a significant impact from the comfort of your home? Vodacom Lesotho is actively seeking passionate Customer Support Chat Specialists to join our dynamic remote team. This is a full-time, remote position, perfect for those who excel at written communication and problem-solving, and are eager to provide top-notch service. As a Customer Support Chat Specialist, you will be the first point of contact for our valued customers, addressing their inquiries, resolving technical issues, and guiding them through our comprehensive suite of services via live chat. You will play a crucial role in maintaining high customer satisfaction by delivering prompt, accurate, and friendly support. This role requires excellent multitasking abilities, meticulous attention to detail, and the capacity to work autonomously in a fast-paced environment while upholding Vodacom’s unwavering commitment to excellence. We offer comprehensive training to ensure your success, equipping you with all the knowledge and tools you’ll need, along with a supportive team culture that encourages continuous learning and professional development. If you’re ready to start immediately and contribute your skills to keeping Lesotho connected, we want to hear from you!
Key Responsibilities
- Provide prompt, accurate, and professional assistance to customers via live chat, addressing inquiries related to products, services, billing, and technical support.
- Resolve customer issues efficiently and effectively, escalating complex problems to relevant departments when necessary while maintaining ownership of the customer case.
- Maintain a high level of customer satisfaction by delivering a positive, empathetic, and resolution-oriented chat experience.
- Document all customer interactions, feedback, and resolutions accurately in the CRM system according to established guidelines.
- Educate customers on Vodacom's offerings, promotions, and self-service options, guiding them to optimal solutions.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs) regarding response times and quality standards.
- Actively participate in ongoing training and development programs to enhance product knowledge, support skills, and stay updated on service changes.
Required Skills
- Excellent written communication skills with impeccable grammar, spelling, and punctuation.
- Proficiency in using chat software, CRM systems, and standard office applications.
- Strong problem-solving abilities and a methodical approach to troubleshooting customer issues.
- Ability to multitask effectively, managing multiple chat conversations simultaneously while maintaining accuracy.
- High level of empathy, patience, and a genuinely customer-centric attitude.
- Basic computer literacy and comfort with various digital tools and interfaces.
- Reliable high-speed internet connection and a quiet, dedicated home workspace conducive to remote work.
Preferred Qualifications
- Previous experience (6+ months) in a customer service or support role, preferably in a remote or chat-based environment within the telecommunications sector.
- Familiarity with telecommunications products, services, and common network issues.
- Ability to communicate effectively in Sesotho (highly advantageous for serving our local customer base).
- Experience with Zendesk, LiveChat, Salesforce, or similar customer support platforms.
- A diploma or certificate in a relevant field (e.g., IT, Business Administration, Communications).
Perks & Benefits
- Competitive salary and performance-based incentives that reward your hard work.
- Comprehensive remote work setup support, including provision of necessary equipment.
- Extensive initial training and ongoing professional development opportunities to foster your growth.
- A flexible work environment with a strong focus on work-life balance.
- Access to Vodacom employee discounts on various products and services.
- Opportunity to be part of a leading, innovative telecommunications company in Lesotho.
- Supportive team culture and virtual social events to keep you connected.
How to Apply
Excited to join the Vodacom Lesotho team as a Remote Customer Support Chat Specialist? Please click on the application link below to submit your comprehensive CV directly to our careers team. Ensure your application highlights your relevant experience, excellent written communication skills, and your readiness for an immediate start. We look forward to reviewing your application and potentially welcoming you to our team!