EXEC

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 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

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

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