Job Description

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 customer experience standards. The Customer Care Advisor has a good knowledge of Vodafone 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 Responsibility . 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 (e.g. 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 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 Communication Empathy Customer Experience (CX) design Product and Service Advocacy Service Delivery Excellence Digital Enablement Customer Service /Resolution Customer Centricity Objection Handling and Negotiation Opportunity selling Service and Delivery Management Not a perfect fit Worried that you don\'t meet all the desired criteria exactly At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\'re excited about this role but your experience doesn\'t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

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