CALL CENTER AGENT

What you’ll do The Customer Care Specialist interacts directly with Vodafone customers and assists with their requests, transaction demands and complaints (received through all channels) to ensure immediate issue resolution, in line with Vodafone�s Customer Service standards, policies and procedures.
The Customer Care Specialist has a very well established understanding of the policies and procedures under which they deliver support and customer satisfaction and an overall exceptional customer service.
Typically reports to the Customer Care Manager.
Who you are * Understands policies, processes and procedures to effectively delivering against defined KPIs (including NPS and sales targets) in support of the wider Vodafone strategy; * 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 SLA; * Understands how and where to direct the customer requests/complaints/issues that can�t necessarily be resolved at first point of contact; * Demonstrates tact and diplomacy when interacting with diverse audiences, demonstrating the desired behaviours; * Facilitates and coordinates related tasks in order to use time proactively and efficiently to deliver on service targets; * Uses judgement based on analysis of factual information to select appropriate course of action to help them resolve problems; * Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers; * Demonstrates good knowledge of Vodafone products and policies services, systems, and processes in order to effectively deal with a variety of questions; * Effectively interacts with stakeholders; * Acts as an advocate of Vodafone, protecting the reputation by following Vodafone�s Brand Tone of Voice; * Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.
If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you.
There are lots of ways we support this, including hybrid working and generous parental leave.
You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa.
But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation.
We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.