• Job Description

  Req#: 231977

  HELLO THERE! WE ARE _VOIS!

  Established in 2006, _VOIS (Vodafone Intelligent Solutions) has evolved to become a strategic arm of Vodafone Group Plc and the partner of choice for talent, technology, and transformation. With over 26,000 talents, we’re creating value across 28 countries, and operating from 7 locations in Albania, Egypt, Hungary, India, Romania, Spain and the UK.
  We deliver high-quality services across IT, Care, Business Intelligence Services, Digital Business Solutions (Robotics & AI), Finance, Supply Chain, HR operations, and many more.

  Your role in a nutshell:

  The Customer Care Advisor is the first point of contact for customers (via telephone), 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.

  What you’ll do:

  • Handle customer requests/issues/questions in a professional manner and strive to deliver a first time resolution service
  • Meet defined KPIs including NPS and sales
  • Process transactional activities in line with Vodafone standards, policies and processes
  • Provide 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
  • Exchange 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)
  • Use time proactively and efficiently to deliver on service targets
  • Provide 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 interact with stakeholders where necessary, to assist with efficient query/complaint resolution
  • Act as an advocate of Vodafone, protecting the reputation by following Vodafone's Brand Tone of Voice
  • Perform other job-related duties or tasks defined by the supervisor or resulting from assigned agendas

  What will you bring to the team:

  • Ability to present value added solutions to clients
  • High emotional intelligence and soft skills with the ability to manage high-profile customers
  • Achieves goals in a timely manner while providing excellent client service.
  • Discipline & strict compliance with policies & procedures.
  • Ability to learn, seek knowledge and self development.
  • Experience in a multi-system environment.
  

  Must have technical / professional qualifications:

  • Excellent Italian language knowledge.
  • Good English language knowledge.
  • Strong verbal communication skills.
  • High problem solving skills.
  • Proficiency in using MS Office applications is a plus.

  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

  In return we provide you with:

  • A dynamic environment where innovative ideas are always welcome;
  • A collaborative community where your professional goals and work are supported by a diverse team;
  • Access to internal trainings through Vodafone University and external trainings via other providers;
  • A supportive internal coaching and mentoring culture;
  • Corporate assets
  • Medical insurance scheme;
  

  What you need to know about us:

  We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.

  
  #movewithus #_VOIS #VOISAL #LI-Hybrid

  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.

• About the company

  Vodafone Group plc is a British multinational telecommunications company.

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