About Company
Vodacom Congo is a leading telecommunications company in the Democratic Republic of Congo, committed to connecting people and businesses across the nation. As part of the Vodacom Group, we leverage cutting-edge technology and a vast network to deliver reliable mobile communication, data, and digital services to millions of customers. Our mission is to improve lives through connectivity, empowering individuals and communities with access to information, education, and economic opportunities. We pride ourselves on our customer-centric approach, fostering an environment where innovation, integrity, and exceptional service are paramount. Joining Vodacom Congo means becoming part of a dynamic team dedicated to making a tangible difference in the lives of our customers and contributing to the digital transformation of the DRC.
Job Description
Are you passionate about helping people and thrive in a fast-paced environment? Vodacom Congo is seeking dedicated and empathetic individuals to join our Customer Support team in Kisangani as a Call Handling Specialist. In this vital role, you will be the first point of contact for our valued customers, providing crucial assistance, resolving inquiries, and ensuring a positive brand experience through every interaction. This is an incredible opportunity to contribute to a market-leading telecommunications company, where your communication skills and problem-solving abilities will directly impact customer satisfaction and loyalty.
As a Customer Support – Call Handling Specialist, you will be instrumental in managing incoming calls, offering solutions to a diverse range of technical and service-related issues, and guiding customers through various Vodacom products and services. You will be empowered to make decisions, troubleshoot effectively, and escalate complex cases when necessary, all while maintaining a professional and supportive demeanor. We are looking for individuals who are not just call handlers, but true customer advocates, committed to exceeding expectations and fostering long-term relationships with our clientele. If you are a natural communicator, possess a strong sense of responsibility, and are eager to grow within a dynamic industry, we encourage you to apply and become a part of our customer success story.
Key Responsibilities
- Handle a high volume of inbound customer calls in a timely and professional manner.
- Identify customer needs, clarify information, and provide comprehensive solutions and support.
- Resolve product or service problems by clarifying the customer's complaint, selecting the best solution, and explaining the steps to resolve.
- Maintain accurate records of all customer interactions, transactions, comments, and complaints.
- Follow communication scripts when handling different topics and adhere to company policies and procedures.
- Engage in active listening and empathetic communication to build rapport with customers.
- Educate customers about Vodacom Congo's products, services, and promotions.
- Collaborate with other departments to ensure customer issues are resolved efficiently.
- Contribute to team efforts by accomplishing related results as needed.
Required Skills
- Excellent verbal communication skills in French and Swahili.
- Strong active listening and problem-solving abilities.
- Proven ability to multi-task, set priorities, and manage time effectively.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- High school diploma or equivalent.
- Customer-focused attitude with a commitment to providing exceptional service.
- Ability to work effectively in a team-oriented call center environment.
Preferred Qualifications
- Previous experience in a call center, customer service, or telecommunications role (minimum 6 months).
- Familiarity with CRM systems and practices.
- Ability to handle stressful situations and maintain composure.
- Diploma or degree in a relevant field (e.g., Business Administration, Communications).
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance plan.
- Opportunities for professional development and career growth within Vodacom Congo.
- Ongoing training and mentorship programs.
- A vibrant and supportive work environment.
- Contribution to a leading telecommunications company impacting millions.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your CV is up-to-date and highlights your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the Vodacom Congo family!