Cad Back Office Agent

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Role Purpose
To process applications for credit vetting, activations, and transfer of ownership; as escalated through the relevant customer acquisition workflow and queue management systems.
Responsibilities

Perform detailed, accurate, and relevant assessment of all credit vetting requests escalated for manual assessment, in accordance with company policy and guidelines.
Process manual customer credit applications to improve the company's market share while maintaining acceptable levels of bad debt.
Verify and validate customer and contractual information before activating post-paid services on the Vodacom billing system.
Create and activate customer and subscriber GSM and non-GSM requests accurately and promptly on the Vodacom billing system.
Process requests for transfer of ownership of subscriber services on Vodacom's billing system.
Provide telephonic support to Trade Partners and customers regarding Customer Acquisition processes and IT systems.
Resolve queries from Trade Partners and customers related to credit vetting, ownership transfer, activation, and confirmation failures.
Escalate queries through the correct channels as per Policies and Procedures.
Communicate outcomes and status of requests clearly to Trade Partners and customers.
Ensure all Customer Acquisition service levels are met through effective customer service, quality, professionalism, and product knowledge.
Ideal Candidate

Grade 12 essential; Credit-related Diploma preferred.
Minimum 2 years relevant experience, including 1 year in a call centre environment (Credit Vetting).
Previous credit vetting experience is essential.
Job Knowledge

Credit vetting process and decision-making.
Customer verification, validation, and confirmation.
Customer creation and subscriber activation processes.
Transfer of ownership procedures.
Microsoft Office applications.
Data capturing.
Knowledge of Vodacom's billing system (desirable).
Job-Related Skills

Persuasion skills.
Effective handling of irate customers.
Good oral and written communication skills.
Customer-focused attitude.
Interpersonal skills.
Problem-solving skills.
Quality awareness.
Ability to work under pressure.
Good listening skills.
Time management.
Benefits
We offer enticing incentive programs and competitive benefits including retirement funds, risk benefits, medical aid, cell phone and data benefits, fibre connection discounts, and exclusive staff discounts in collaboration with partner companies.
Application Details
Closing date: 08 May.
Location: Midrand, Vodacom Campus.
We are an Equal Opportunities employer, actively encouraging applications from people with various disabilities.
Our culture values diversity and inclusion.
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