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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القائمة الرئيسية

الصفحات

Careers | Customer Care Advisor