Customer Resolution Agent- Vodafone

Are you passionate about delivering top-tier customer service, solving problems efficiently, and creating meaningful customer relationships? Do you thrive in fast-paced environments and want to work with one of the most respected names in the telecommunications industry? If you answered yes, we have a great opportunity for you. Vodafone, through its fully-owned subsidiary Infinity Services Partner Company, is actively hiring a Customer Resolution Agent based in Johannesburg, South Africa.

Join Vodafone’s Dynamic Team as a Customer Resolution Agent – Johannesburg, South Africa. This is more than just a job – it’s a chance to grow your career with an industry leader committed to innovation, customer excellence, and digital transformation.

About Infinity Services Partner Company

Infinity Services is a managed services business operating under Vodacom (a Vodafone subsidiary). As part of the Vodafone family, we’re dedicated to delivering exceptional customer support experiences, driving customer satisfaction, and building long-term relationships. As a Customer Resolution Agent, you’ll be on the front line of this mission, playing a vital role in how our customers experience the Vodacom brand.

What You’ll Be Doing: Your Role at a Glance

As a Customer Resolution Agent, your primary responsibility will be end-to-end query resolution. You’ll become a trusted advisor and problem solver for our customers, with a strong focus on sales through service and ensuring every interaction is efficient, helpful, and positive.
Your day-to-day responsibilities will include:
• Handling inbound customer calls and digital queries (WhatsApp, chat, email, voice, web, etc.).

• Resolving customer issues comprehensively and in a timely manner.
• Delivering the “Ask Once” promise – ensuring customers don’t have to repeat themselves.
• Processing product and service requests efficiently using Vodacom’s CRM systems.
• Troubleshooting technical and device-related problems (for connectivity agents).
• Maintaining accurate records of all customer interactions.
• Managing customer service requests (SRs) from start to resolution.

• Driving customer loyalty and retention through attentive care and issue resolution.
• Promoting Vodacom services by upselling, cross-selling, and recommending value-added products and fixed-line solutions.
• Participating in outbound campaigns within targeted customer segments.

Why This Role Matters

This position goes beyond answering calls — you’ll actively contribute to Vodafone’s customer-first strategy by:
• Providing exceptional customer experience that exceeds key performance targets.
• Supporting high-value and mass customer segments (with performance-based upskilling).
• Generating revenue through personalized solutions, renewals, and upgrades.

• Building trust and long-term value in every customer interaction.
This is a fantastic opportunity for someone who enjoys helping others, is driven by results, and wants to make a difference in one of Africa’s leading tech and telecom companies.

What You Need to Succeed

To thrive in this role, you should have:
Qualifications & Experience:
• Matric certificate (compulsory)
• A post-matric qualification is a strong advantage.
• Minimum 0-2 years of customer-facing or contact centre experience which atleast 1 year of experience in a call center environment.
• Previous experience in sales or telecommunications is a plus.
• Basic understanding of Microsoft Office (Word, Excel, PowerPoint).

Skills & Knowledge:
• Strong verbal and written communication skills.
• Excellent listening and interpersonal abilities.
• Decision-making and logical thinking capabilities.
• Selling and negotiation skills to promote products effectively.
• Knowledge of account statements, invoices, and sales operations.

• Ability to work across various channels (voice, email, chat, etc.).
• High levels of self-discipline and accountability – especially for remote or hybrid work settings.

Key Competencies:
• Customer-first mindset
• Ability to handle pressure and setbacks
• Planning and organizational skills
• Presenting and communicating effectively
• Active listening and empathetic engagement
• Commitment to results and performance targets
• Relating well to people and creating lasting connections

📍 Location and Application Details
• Location: Johannesburg, South Africa
• Application Deadline: 13 June 2025
• Work Location: Base office is in Cape Town, but this role is based in Johannesburg.
Diversity & Inclusion Commitment
Infinity Services Partner Company, as part of Vodafone, is an equal opportunity employer.

We believe in building a workforce that reflects the diversity of South Africa. Our inclusive culture welcomes candidates from all backgrounds, including individuals living with disabilities. We’re proud to foster a work environment where everyone feels seen, supported, and empowered to thrive.

Ready to Make an Impact? Apply Today!

If you’re ready to take your career to the next level, make a real difference in people’s lives, and grow with one of the most respected brands in telecoms, apply now to become a Customer Resolution Agent with Vodafone.

<Click here to apply for the Customer Resolution Agent> This is Vodafone careers web portal

Or visit https://jobs.vodafone.com/careers/job/563018686095447?domain=vodafone.com

Let’s shape the future of digital customer care together.

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