As a customer escalation support you will provide a single point of contact for designated complex customers from Large corporate. As a result, you will be engaging with all Vodafone stakeholders to manage all queries related customer support activities.
• Responsible for managing and owning the implementation, development and automation of customised bill production, for assigned managed services customers
• Acts as a central and key contact point for the Vodafone Business customers for billing queries and service.
• Maintain a disciplined, proactive approach to improve debt in query management
• Take ownership of problem and incident management, completing root cause analysis
• Accountable for ownership and escalation of billing issues
• Drive resolution of incidents and problems according to pre-specified requirements
• Collaborates with different IT teams for systems improvements and issue resolution
• Interfaces with revenue assurance teams and auditers
• Interfaces with internal and external suppliers
• Interfaces with internal Spain ccount teams as well as Vodafone SME customers and liaise closely with Customer representatives
• Respisonbile on updating the relevant systems and provides required reports.
• Ensure delivery of a positive experience for Vodafone Customers
• C1 Spanish
• Excellent written and verbal communications & negotiations, as well as presentation skills.
• Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
• The ability to be an effective team player is essential
• Experience of working to targets in a highly pressured environment
• Analytical skills
• Ability to adapt communication style to suit audience and situation
• Experience of working to targets in a highly pressured environment
• Excellent use of MS Office suite
• Additional languages is a plus
• English language is a plus
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