Description

The Senior Customer Care Advisor interacts directly with Vodafone customers (via telephone, email and self-serve), and assists with their requests, transaction demands and complaints received into all channels to ensure immediate issue resolution. The Senior Customer Care Advisor has a good understanding of established concepts and procedures in delivering support and customer satisfaction and provides exceptional customer service whilst adhering to Vodafones standards and policies. Typically reports to the Customer Care Manager or Senior Customer Care Team Leader.

Job Responsibility

• Handles customer requests/issues/questions in a professional manner, with sensitivity to diverse audiences, and strives to deliver a first time resolution service;
• May manage requests/issues/questions that have not been resolved at first contact, demonstrating tact and diplomacy;
• Provides accurate and timely information by fully investigating customer enquiries/complaints, using available equipment and applications to ensure that issues/incidents/problems are resolved efficiently and within SLA or customer expectation;
• Works within defined processes and uses judgement based on analysis of factual information to select appropriate course of action to resolve problems;
• Meets defined KPIs including NPS and sales targets;
• 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 and identifying process improvements;
• Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
• Effectively interacts with internal stakeholders where necessary ;
• Acts as an advocate of Vodafone, protecting the reputation by following Vodafones Brand Tone of Voice;
• Performs other job-related duties or tasks defined by the manager or resulting from assigned agendas.

Skills

Digital Advocacy

Customer Journey Knowledge

Ownership

Building Rapport

Resilience

Expert Advice

Communication

Empathy

Leading Organisation Culture and Change

Customer Experience (CX) design

Strategic Mindset

Product and Service Advocacy

Service Delivery Excellence

Digital Enablement

Customer Service /Resolution

Customer Centricity

Objection Handling and Negotiation

Opportunity selling

Service and Delivery Management