Act as a frontline interface with customers of Vodafone Companies worldwide for SME Segment. Role involves responding to customers in writing over email or on live web chat and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
1. Customer Engagement and Interaction:
• Clearly greets customer, builds rapport and establishes the purpose of the contact
• Remains courteous, polite, professional and willing to help throughout the contact
• Actively responds to the customer
• Effectively manages the contact; remains in control of the contact
• Identifies secondary (possible or hidden) needs and attempts to add value accordingly
2. Resolving customer needs and issues:
• Acts as second level for both consumer (prepay / post pay) and business customers to support the following Voice and data technicalities:
- Support all client's services on any type of handset.
- Support all client’s services on any OS (e.g. Android, Symbian, Windows, BB, Apple)
- Full support 3rd parties' products, services and related OS (e.g. Blackberry, iPhone)
- Support all Broadband devices including VMC, USB Modem, MiFi, Shared Dock.
- Full Support Repeater devices and similar.
- Network coverage 2nd line for trouble shooting.
- familiarity with remote access applications (e.g. Logme In)
- Balance dispute.
- Billed amount inquiries.
- Bill explanation and bill dispute resolution.
- Payment over the phone.
- Change price plans
- Add and remove services
- Barring and unbarring + PUK support
- Networks unlock codes
- Network coverage support
- MMS and Internet settings by OTA
- NBA
• Offers appropriate solutions and alternatives to customers
• Manages the balance of benefits for the customer and the business
• Appropriately handles objections
• Keeps customer informed of actions throughout the contact
• Checks customer understanding
• Gains customer agreement before progressing with offers or solutions
• Clearly explains details and next steps
3. Processes and Systems:
• Is appropriately prepared before the contact
• Uses correct customer identification procedures
• Correctly and efficiently follows business policies and processes
• Provides accurate, complete, concise and relevant information to customers
• Uses correct phone etiquette when handling the contact
• Confidently and correctly navigates systems to expedite outcomes and source information
• Accurately and swiftly logs in data
4. Ensure service level agreements are met and maintained:
• Familiar with SLAs
• Ensures customer interactions are inline with SLAs.
• Achieving all contractual performance standards on both quality and productivity parts.
5. Work as part of a team:
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Maintain professional work relationships with colleagues, supervisor and manager
• Team work/Spirit
• Ensure that sub department functions offers world-class Customer Service at all times
• Assist in ensuring all quality standards are met
• Assist in reporting on and monitor KPI’s and SLA’s
• Develop and deliver areas of process improvement
• Analytical Thinking: Applies logic to solve problems and get the job done.
• Computer Competency: Is skilled at operating a computer.
• Document Use: Ability to use and understand documents.
• Ethics: Has personal and professional ethics and fosters a diverse and respectful workplace.
• Evaluation: Ability to evaluate according to accepted methodologies.
• Flexibility: Ability to adapt to changes while keeping focus on goals and apply knowledge to new circumstances.
• Results Oriented: Achieves goals in a timely manner while providing excellent client service.
• Thoroughness: Sees to it that one's own work is accurate and complete. Works with diligence and care and ensures all commitments are fulfilled.
• Writing Skills: Has excellent writing and grammar skills, and has the ability to write concisely, clearly and logically.
• Interpersonal Awareness: The ability to have and show empathy to others. Listens well and responds in a non-threatening way.
• Flexibility to working conditions: Ability to work on 24 hours shift basis that will include night hours.
• Proactivity: Ability to present value added solutions to clients
• Integrity & Trust: Shall be seen as a direct, truthful individual and admits mistakes
• Boss Relationship: Responds and relates well to bosses & is comfortably coachable
• Customer service oriented, has discipline & strict compliance with policies & procedures, possesses excellent Language proficiency, is a team player, demonstrates a positive, enthusiastic, friendly attitude and proactively manages personal work standards and development
Must have Technical / Professional Qualifications:
• Degree in Higher Education
• MS Office
• Spanish- C1 spoken and written
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