International Account Senior Advisor (German)

Vodafone

Role Purpose 

Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.

Your Place in the team

• Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, 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.
• Manages the balance of benefits for the customer and the business
• Appropriately handles objections

We are looking for you if you have

• Germany Level – C2 Speaking Proficiency
• Preferable experience within a contact centre or customer service environment for 1 year
• Strong verbal communication skills.
• High problem solving skills.
• Proficiency in using MS Office applications is a plus.
• Ability to present value added solutions to clients
• High emotional intelligence and soft skills with the ability to manage high-profile customers
• Achieves goals in a timely manner while providing excellent client service.Discipline & strict compliance with policies & procedures.
• Ability to learn, seek knowledge and self development.
• Experience in a multi-system environment.

Diversity and Inclusion

At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.