International Account Advisor (_VOIS)

؜ - ؜Cairo ؜ -

Job details

Description


The Customer Care Advisor is the first point of contact for customers (via
telephone, email and self-serve), who are required to provide customer service
solutions to callers in an efficient and professional manner, in line with
VOIS customer experience standards. The Customer Care Advisor has a good
knowledge of VOIS 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;

  • Provides 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;

  • Exchanges 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);

  • 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 _VOIS Brand Tone of Voice;

  • Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.


_VOIS


Required Skills


For this role, you need to have C1 English and B2 Spanish with overall
good communication skills. We offer a flexible working from home module during
COVID and a rewarding basic Salary


_ VO IS

Job Summary

  • Advertiser: Vodafone
  • Announcement date: 19/06/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Cairo
  • Salary: -
  • Phone number: -

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