About Company
Vodacom Lesotho is a leading telecommunications company in Lesotho, dedicated to connecting people and communities across the nation. As part of the Vodacom Group, we are committed to driving digital inclusion and providing innovative mobile communication, data, and financial services that empower individuals and businesses. With a strong focus on customer satisfaction and community development, Vodacom Lesotho continuously strives to enhance the digital landscape of the Mountain Kingdom. Join a dynamic team committed to excellence and making a real difference in the lives of Basotho.
Job Description
Are you passionate about helping people and thrive in a remote work environment? Vodacom Lesotho is seeking a dedicated and empathetic Remote Customer Support Specialist to join our dynamic team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our mobile, data, and value-added services. Working from the comfort of your home in Menoaneng, Mokhotlong, you will play a crucial part in maintaining our high standards of customer satisfaction and loyalty. This position requires strong communication skills, a problem-solving mindset, and a genuine desire to deliver an outstanding customer experience. You will be instrumental in ensuring our customers feel heard, valued, and expertly assisted, contributing directly to Vodacom Lesotho’s mission of connecting and empowering Basotho. Embrace the opportunity to grow your career with a telecommunications leader while enjoying the flexibility of a remote setup. We are looking for individuals who are not only skilled communicators but also proactive problem-solvers, ready to tackle challenges with a positive attitude. This role offers a unique opportunity to contribute to a critical service, impacting daily lives across Lesotho, all from the convenience and safety of your home office. Your ability to adapt, learn, and deliver consistent, high-quality service will be key to your success and our continued growth.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat channels.
- Provide accurate information and solutions regarding Vodacom Lesotho's products and services.
- Troubleshoot technical issues with mobile connectivity, data services, and other digital offerings.
- Guide customers through various processes, including account activation, service upgrades, and billing inquiries.
- Document customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to the appropriate internal teams for resolution.
- Maintain a high level of customer satisfaction and build positive relationships.
- Adhere to company policies and procedures, ensuring compliance and data privacy.
- Participate in ongoing training and development to stay updated on product knowledge and service enhancements.
- Contribute to team knowledge base by documenting frequently asked questions and solutions.
Required Skills
- Excellent verbal and written communication skills in English and Sesotho.
- Strong active listening skills and ability to empathize with customers.
- Proven problem-solving abilities and a calm demeanor under pressure.
- Proficiency in using CRM software and other customer support tools.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable internet connection and a dedicated, quiet home workspace.
- Basic technical aptitude to troubleshoot common mobile and data issues.
- High school diploma or equivalent.
- Demonstrated ability to maintain confidentiality and handle sensitive information.
Preferred Qualifications
- Previous experience in a customer service or call center environment, preferably in telecommunications.
- Familiarity with Vodacom Lesotho products and services.
- Tertiary qualification (Diploma or Degree) in a related field.
- Experience with ticketing systems and knowledge base platforms.
- Ability to work flexible hours, including some evenings or weekends, if required.
- Experience working in a remote capacity previously.
Perks & Benefits
- Competitive salary package.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career growth.
- Employee discounts on Vodacom products and services.
- Flexible remote work environment.
- Access to a supportive and collaborative team culture.
- Paid time off and public holidays.
- Contribution towards home office setup or internet costs.
How to Apply
If you are enthusiastic about customer service and ready to make a significant impact from your remote workspace, we encourage you to apply! Click the link below to submit your application, including your CV and a cover letter detailing your relevant experience and why you are a great fit for this role. We look forward to reviewing your application and potentially welcoming you to the Vodacom Lesotho family.