Job Description
- 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 Brand Tone of Voice;
- Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas;
Job Requirements
- Fresh Graduates
- Digital Advocacy
- Customer Journey Knowledge
- Ownership
- Building Rapport
- Resilience
- Expert Advice
- Expert Communication
- Empathy
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