Customer Experience Agent - Front Line (Telecommunications)

Location: Midrand and Centurion, South Africa

Company

Infinity Services Partner Company is a managed services business wholly owned by Vodacom, delivering customer and operational support solutions for telecommunications subscribers.

What you will do

• Manage inbound customer interactions across voice, email, chat, WhatsApp, social media, web, and other digital channels.
• Provide accurate information about products, services, processes, and policies.
• Resolve enquiries and service issues at first contact where possible, escalating complex concerns and following them through to resolution.
• Process customer transactions, amendments, service requests, and orders accurately.
• Maintain complete customer interaction records in CRM systems.
• Support customer satisfaction and retention through troubleshooting, self-service guidance, and proactive engagement.

Requirements

• Matric / Grade 12 qualification is essential.
• At least 2 years of experience in a customer-facing environment.
• At least 2 years of experience in the telecommunications industry is essential.
• Strong verbal and written communication skills, including professional customer correspondence.
• Strong analytical, troubleshooting, typing, and multitasking skills with the ability to navigate multiple systems.
• Relevant customer service courses, certifications, or short programmes are beneficial.

Culture & Benefits

• Fixed-term employment contract for 12 months.
• Performance is measured through first-contact resolution, customer satisfaction, quality, productivity, adherence, and service-level metrics.
• Commitment to equal opportunity, diversity, inclusion, and consideration of the approved Employment Equity Plan and Targets.