Summer Job as International Account Advisor
Job ID 1785
Full Time - Temporary/Subcontracted
Recruiting End Date
To deliver an exceptional, commercially focused, customer experience through an understanding of different customer needs and providing the right technical solutions and service in a red rock solid, restless way
Essence of Role/Key Accountabilities
•Delivering customer service appropriate to customer needs and meeting/exceeding their expectations with technical support on all Vodafone hardware, software and related queries
•To provide up to date & accurate technical support information for all front line agents (in house & outsourced) relating to all Vodafone device portfolio, Vodafone branded equipment and the standard operating systems delivered with these devices
•To communicate all potential and actual technical faults in a timely manner and using agreed processes
•Efficiently handling and resolving customer queries (First Time Resolution), whilst demonstrating Vodafone’s values and behaviours (Red, Rock Solid, Restless).
•Provide instruction to appropriate customers (internal & external) to help themselves through agreed self help processes.
•Take positive action from any feedback given resulting from customer satisfaction surveys, CDI (Customer Delight Index) and quality scoring.
•To support specific commercial initiatives where technical support is used to deliver additional value to the company
•To continuously develop up-to-date knowledge of the Vodafone devices/products, services and operating systems, help and advice and take every opportunity to grow knowledge.
•To ensure a high quality of customer interaction and communication to ensure customer/advisors understanding of solution & instruction
•Be fully conversant with Vodafone systems and processes that effectively support customer service.
•To adapt to changes within the environment (systems, products etc), by ensuring that all communications/briefings/training are fully understood and converted into working practice
•Monitor daily and weekly performance against KPIs as defined by the line manager. Implement changes to ensure targets are achieved
•Ensure that incoming calls are answered within specified targets for levels of productivity
•To ensure that all relevant information is collected on fault related issues and processed in an accurate & timely manner
•To process designated assignment queues within agreed SLA’s and with agreed procedures of quality contact management & customer experience
•To play an active role in the delivery of department objectives on quantity (within SLA), quality and customer interaction
•Maintaining accurate customer records.
•Actively share knowledge and experience with others in the team to improve overall team performance and the customer experience.
•Develop commercial awareness and understand the value of profitable customers.
•To understand and adhere to all company policies and procedures.
•Seek and undertake opportunities for learning through the resources available to you.
Role Dimension: Financial (limits/mandates), Non-Financial (customers/staff/stakeholders).
Person Specification: Technical Skills/Professional Expertise
•Ideally will have experience within a contact center or customer service environment
•Warm with a strong customer orientation
•Excellent communication skills
•Enthusiastic and positive
•Ability and interest to learn about technology
• Able to use computers
•Able to analyse information
•Demonstrates effective ways to build customer relationships(rapport, identifying customer needs, resolving customer queries)
•Thrives in a managed environment whilst keeping an individual approach to work.
Number of direct Subordinates
Direct Manager (title)
International Account Supervisor
AJS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS AND AJS DOES NOT CONCERN ITSELF WITH INFORMATION ON BANK ACCOUNTS.
SOME EMPLOYERS MAY ACKNOWLEDGE RECEIPT OF YOUR APPLICATION.