Job Purpose
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.
Key Accountabilities
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
(pre pay / 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
* Network 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
3. 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.
4. 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
Must have professional and technical experience
* C1 Spanish language level
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