Exec

Description:

• 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;
• 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

Expert Communication

Empathy

Customer Experience

Product and Service Advocacy

Service Delivery Excellence