About Company
Vodacom Lesotho is a leading telecommunications company dedicated to connecting communities and driving digital transformation across the Kingdom of Lesotho. As part of the wider Vodacom Group, we pride ourselves on innovation, customer-centricity, and a commitment to making a positive impact on society. We offer a comprehensive suite of mobile communication products and services, including voice, data, and M-Pesa financial services, ensuring our customers stay connected, entertained, and empowered. With a strong focus on network expansion and service excellence, Vodacom Lesotho is not just a service provider; we are a partner in progress for individuals and businesses alike. Join a vibrant team where your contributions are valued, and your career growth is supported. We believe in empowering our employees to reach their full potential, fostering a culture of continuous learning and collaboration.
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service? Vodacom Lesotho is seeking a dedicated and enthusiastic Customer Support Clerk to join our dynamic team in Qacha’s Nek. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and ensuring their inquiries and issues are resolved efficiently and professionally. You will play a crucial role in maintaining high levels of customer satisfaction, building strong relationships, and embodying the Vodacom brand’s commitment to service excellence. This is an exciting opportunity to work in a fast-paced environment, develop essential communication and problem-solving skills, and contribute directly to our mission of connecting Lesotho. We are looking for someone who is not only a great communicator but also proactive, empathetic, and detail-oriented, ready to go the extra mile to ensure our customers have a seamless experience with our services. If you thrive on making a tangible difference and enjoy interacting with diverse individuals, this role offers a rewarding path within a world-class telecommunications company.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via various channels (in-person, phone, email).
- Provide accurate information regarding Vodacom products, services, promotions, and billing inquiries.
- Resolve customer complaints and issues promptly and professionally, escalating complex cases to the appropriate department when necessary.
- Process customer requests, including service activations, deactivations, tariff changes, and M-Pesa financial transactions.
- Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
- Educate customers on self-service options and guide them through using digital platforms and applications.
- Identify and escalate service trends, common issues, and potential areas for improvement to management.
- Collaborate with internal teams, such as technical support and sales, to ensure seamless customer experience and resolution.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs) to maintain high service quality.
- Contribute to a positive team environment and uphold Vodacom’s brand values of integrity, passion, and speed.
Required Skills
- High School Diploma or equivalent.
- Excellent verbal and written communication skills in both English and Sesotho.
- Strong interpersonal skills and a genuine customer-centric attitude.
- Ability to empathize with customers, listen actively, and handle challenging situations with patience and professionalism.
- Basic computer literacy and proficiency in using standard office software (e.g., MS Office Suite).
- Ability to learn and adapt to new systems, processes, and technologies quickly.
- Strong problem-solving skills and meticulous attention to detail.
- Ability to work effectively both independently and as part of a collaborative team environment.
Preferred Qualifications
- A Certificate or Diploma in Customer Service, Business Administration, or a related field.
- Previous experience (at least 6 months) in a customer-facing role, preferably within the telecommunications, retail, or banking industry.
- Familiarity with CRM software and basic call center technologies.
- In-depth knowledge of Vodacom products, services, and current promotions.
Perks & Benefits
- Competitive salary and performance-based incentives that reward your hard work.
- Comprehensive health and wellness benefits package for you and your family.
- Abundant opportunities for professional development, training, and career growth within a global company.
- Access to the latest telecommunications technology and innovative tools.
- Generous employee discounts on Vodacom products and services.
- A supportive, inclusive, and diverse work environment that values every employee.
- The chance to contribute to a leading company connecting communities and empowering lives across Lesotho.
- Paid time off and public holidays.
How to Apply
Ready to connect with a rewarding career at Vodacom Lesotho? If you are a driven individual with a passion for customer service and meet the requirements outlined, we encourage you to apply. Please click on the application link below to visit our careers page on LinkedIn. Search for the ‘Customer Support Clerk’ position in Qacha’s Nek and submit your detailed CV along with a compelling cover letter outlining your suitability for the role. Ensure your application clearly demonstrates how your skills and experience align with the requirements outlined in this job description. Only shortlisted candidates will be contacted for an interview. We look forward to receiving your application and potentially welcoming you to the Vodacom family!