Customer Experience Agent - Back Office (Pipeline)

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Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.

Infinity Services Partner Company is looking for a Back Office Customer Resolution Agent.

Role Purpose

The Back Office Customer Resolution Agent is responsible for the effective end-to-end administration, investigation, and resolution of customer service requests, queries, and escalations received from frontline customer service teams. The role serves as a critical support function, ensuring accurate processing, efficient case management, and timely resolution of customer-related matters.

The incumbent will collaborate with internal departments to diagnose issues, process requests, and implement solutions while maintaining high standards of service excellence, operational efficiency, and compliance. The role contributes to customer satisfaction through the accurate and prompt fulfilment of requests and the resolution of complex back-office queries.

Key Accountabilities

Case & Query Management

• Manage service requests, cases, and escalations received from frontline customer service channels.
• Own and manage customer queries from receipt through to final resolution.
• Investigate customer complaints, service issues, and operational exceptions.
• Ensure timely follow-up and feedback on all assigned cases.
• Monitor case progress and proactively drive resolution within agreed service levels.
• Escalate unresolved or high-priority issues through appropriate channels.

Back Office Operations

• Process customer requests, orders, amendments, and account-related transactions accurately and efficiently.
• Perform validation and verification activities to ensure data integrity and compliance.
• Support customer account maintenance activities, including service changes, billing adjustments, and account corrections where applicable.
• Execute processes in accordance with operational procedures, service standards, and regulatory requirements.
• Ensure all customer records and case notes are accurately captured and updated within CRM and operational systems.

Resolution & Problem Solving

• Investigate root causes of recurring customer issues and recommend corrective actions.
• Resolve customer-related operational and service challenges through collaboration with internal stakeholders.
• Apply First Contact Resolution (FCR) principles by ensuring cases are resolved comprehensively and accurately.
• Identify process gaps and opportunities for continuous improvement.

Stakeholder Management

• Liaise with Customer Care, Commercial Operations, Billing, Technical Support, Sales, and other internal departments to facilitate resolutions.
• Provide clear and accurate updates to stakeholders regarding case progress and outcomes.
• Support frontline teams with information required to respond effectively to customers.

Service Excellence

• Deliver high-quality support that contributes to exceptional customer experiences.
• Ensure adherence to agreed service-level agreements (SLAs), turnaround times, and quality standards.
• Consistently achieve operational productivity and performance targets.

Performance Expectations

• Achieve established productivity, quality, and turnaround time targets
• Maintain high levels of case resolution accuracy and compliance.
• Meet or exceed service-level agreement requirements.
• Apply First Contact Resolution (FCR) principles where applicable.
• Minimise repeat queries through effective investigation and resolution.
• Ensure customer-impacting issues are resolved within defined timelines.
• Contribute to continuous process improvement initiatives.

Job Knowledge

• Telecommunications industry landscape and customer service operations.
• Customer care and back-office operational processes.
• CRM systems and case management tools.
• Sound understanding of billing, statements, invoicing, and account management processes.
• Knowledge of service request management and escalation procedures.
• Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Data validation and quality assurance principles.
• Business communication and professional email writing.
• Service-level management and operational performance metrics.

Core Competencies

• Delivering Results and Meeting Customer Expectations
• Planning and Organising
• Deciding and Initiating Action
• Analysing and Problem Solving
• Coping with Pressures and Setbacks
• Working with People
• Relating and Networking
• Attention to Detail
• Quality Orientation
• Customer Focus
• Functional Competencies

The ideal candidate for this role will have:

• Grade 12 / Matric.
• Minimum 2 years' experience in a customer solutions or back-office support environment.
• Minimum 2 years' experience within the telecommunications industry.
• Experience in customer care, case management, or service request processing.
• Proficiency in Microsoft Office applications.

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026

The base location for this role is Midrand and Centurion, Infinity Services Partner Division.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.