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Careers | Customer Care Advisor

Careers | Customer Care Advisor

Careers | Customer Care Advisor
Careers | Customer Care Advisor

Careers | Customer Care Advisor


The Customer Care Advisor is the first point of contact for 

customers (via telephone, email and self-serve), who are required 

to provide customer service solutions to callers in an efficient and 

professional manner, in line with Vodafone�s customer 

experience standards.

The Customer Care Advisor has a good knowledge of 

Vodafone�s latest products and offerings, price plans and 

associated technologies, systems and processes. And performs 

specific tasks related to delivering excellent customer service and 

sales through outbound/inbound communication and in line with 

standard customer care processes. Typically reports to the 

Customer Care Team Leader.

Job Responsibilities

Handles customer requests/issues/questions in a professional 

manner and strives to deliver a first time resolution service;

Meets defined KPIs including NPS and sales;

Processes transactional activities in line with Vodafone standards, 

policies and processes;

Provides accurate and timely information by fully investigating all 

customer enquiries, using all available equipment and applications 

to ensure that incidents and problems are resolved efficiently and 

within SLAs;

Exchanges information effectively, to direct customer 

requests/issues/questions/complaints to the relevant teams for 

action (eg to activate services, solve claims and complaints, apply 

discounts) ;

Uses time proactively and efficiently to deliver on service targets;

Provides feedback and suggestions to develop and improve 

customer experience in respect of call trends / drivers;

Good understanding of Vodafone products, services, systems, 

policies and processes in order to effectively deal with a variety of 

questions and customer transactions;

Effectively interacts with stakeholders where necessary, to assist 

with efficient query/complaint resolution;

Acts as an advocate of Vodafone, protecting the reputation by 

following Vodafone�s Brand Tone of Voice;

Performs other job-related duties or tasks defined by the supervisor 

or resulting from assigned agendas;


Digital Advocacy

Customer Journey Knowledge


Building Rapport


Expert Advice

Expert Communication


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