Vodafone Egypt- Customer Care Advisor

Vodafone Egypt- Customer Care Advisor
نوع العمل : عمل جزئى
الخبرة : 0-1 سنة
الراتب : not mentioned
المكان : Egypt

Job Responsibilities

  • 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 (eg 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 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
Expert Communication

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