Role purpose:
Vodafone Romaing Services is a eSim Data provided for the American and Canidian travellers visiting Europe , Service is covering the EU countries and some additional countries listed on the website in a full guide. Service is based on Pay & Receive with a 24/7 support ,Support model is for all the user activities on both levels Account management and Technical. Intiatited service will be running on Chat and Email – might be going for calls on a later phase.
Vodafone Roaming Services is introducing a new range of eSIM bundles where travellers will be using to enjoy their stay in Europe mind-free of their bills. Will keep them connected with their family and friends all throught their smartphones.
The VRS Service Desk Advisor will act as a frontline interface with travellers. Role involves responding to customers in writing over chat or through Email to resolve their inquiries. This also includes raising and following up on incidents for unresolved cases. The main purpose is to facilitate and provide a Vodafone global customer service standard.
Key accountabilities and decision ownership:
- Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, Email , incidents, etc…).
- Own and manage customer engagement and interaction ensuring all agreed quality attributes are met and exceeded.
- Identify secondary (possible or hidden) customer needs and attempt to add value accordingly.
- Ensure service level agreements are met and maintained through accuracy in handling required task and through communicating positively with all involved parties (2nd Line, 3rd Line, etc…) in order to facilitate timely issue resolution.
- Follow agreed processes / procedures to raise and resolve customer queries as well as propose potential process improvements where applicable.
Core competencies, knowledge and experience
- Ablility to handle in-written highly Acc. Management / technical queries.
- High emotional intelligence and soft skills with the ability to manage high-profile customers
- Solve more profound problems for VRS customers as well as business clients.
- Discipline & strict compliance with policies & procedures.
- Ability to learn, seek knowledge and self development.
- Experience in a multi-system environment.
- Chat and email writing skills
Must have technical / professional qualifications:
- Fluent English Level – Minimum C2 Level
- Experience within a technical / IT contact centre or customer service environment
- Strong written communication skills.
- Fast typing skills.
- Proficiency in using MS Office applications.
- Experience within VSSE for more than one year.
- Rotational morning and night shifts.