Job Description

Description 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 Vodafones 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. Job Responsibility . 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 cant 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 Vodafones Brand Tone of Voice . Performs other job-related duties or tasks defined by the supervisor 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

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