Careers | Customer Care Advisor
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| Careers | Customer Care Advisor |
Careers | Customer Care Advisor
Description
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;
Skills
Digital Advocacy
Customer Journey Knowledge
Ownership
Building Rapport
Resilience
Expert Advice
Expert Communication
Empathy
To Apply : https://bit.ly/2WyZXA0
شاهد بالفيديو الوقاية والعلاج بالتفصيل - فيروس كورونا الجديد - COVID-19
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