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International Back Office Advisor -Spanish Enterprise Account - (VOIS)

5 days ago 2025/08/07
50-99 Employees · Other Business Support Services
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Job Description

Role Purpose:

Act as a back office advisor dealing with SME Enterprise Customers in Vodafone Spain Local Market. Role involves responding to all their queries in writing over email and resolving their inquiries through systems & applications. The main purpose is to facilitate and provide a Vodafone global Enterprise customer service standard. 



Resolving customer needs and issues:


•    Acts as a first point of contact with Enterprise executives and business owners in Spain to support orders fulfillment & service activations / deactivation throughout emails. 
•    Offers appropriate solutions and alternatives to make customers’ accounts activation services. 
•    Manages the balance of benefits for the customer and the business. 
•    Clearly explains details and next steps to proceed with their requests. 
 
Processes and Systems:


•    Is appropriately prepared before the handling. 
•    Validate the enterprise account management’s requests before executing. 
•    Correctly and efficiently follows business policies and processes 
•    Provides accurate, complete, concise and relevant information to Enterprise teams.  
•    Uses correct email etiquette when handling the contact 
•    Confidently and correctly  navigates systems to expedite outcomes and source information 
•    Accurately and swiftly logs in data 
 
Ensure service level agreements are met and maintained:


•    Familiar with SLA’s 
•    Ensures customer interactions are on SLA’s 
•    Achieving all contractual performance standards on both quality and productivity parts 
•    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  
•    Develop and deliver areas of process improvement 
 




Technical Skills:

- Fluent Spanish is a must 
- Ability to work on a shift basis that will include night hours. 
- Previous experience in Corporate Teams & Provisioning systems is a must. 
- Have experience within a contact centre or customer service environment is a must 
- Strong written communication skills. 
- Fast typing skills 
- Demonstrates a positive, enthusiastic, friendly attitude. 
- Proficiency in using MS Office application. 
- Share knowledge with colleagues and the immediate departments.  
- Proactively manage personal work standards and development. 
- ITIL is PLUS 




#VOIS #BeUnrivalled #Createthefuture



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