Executive Consumer Voice null

Job 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.

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's Brand Tone of Voice;
• Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Skills Required

• 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