Spain Business Webchat Advisor

1 month ago

القاهرة, Egypt Vodafone Full time

**Role Purpose**:
**Key Accountabilities and Decision Ownership**:

- 1. Customer Engagement and Interaction:

- Clearly greets customer, builds rapport and establishes the purpose of the contact
- Remains courteous, polite, professional and willing to help throughout the contact
- Actively responds to the customer
- Effectively manages the contact; remains in control of the contact
- Identifies secondary (possible or hidden) needs and attempts to add value accordingly

2. Resolving customer needs and issues:

- Acts as second level for both consumer (prepay / post pay) and business customers to support the following Voice and data technicalities:

- Support all client's services on any type of handset.
- Support all client’s services on any OS (e.g. Android, Symbian, Windows, BB, Apple)
- Full support 3rd parties' products, services and related OS (e.g. Blackberry, iPhone)
- Support all Broadband devices including VMC, USB Modem, MiFi, Shared Dock.
- Full Support Repeater devices and similar.
- Network coverage 2nd line for trouble shooting.
- Balance dispute.
- Billed amount inquiries.
- Bill explanation and bill dispute resolution.
- Payment over the phone.
- Change price plans
- Add and remove services
- Barring and unbarring + PUK support
- Networks unlock codes
- Network coverage support
- MMS and Internet settings by OTA
- NBA
- Offers appropriate solutions and alternatives to customers
- Manages the balance of benefits for the customer and the business
- Appropriately handles objections
- Keeps customer informed of actions throughout the contact
- Checks customer understanding
- Gains customer agreement before progressing with offers or solutions
- Clearly explains details and next steps
- 3. Processes and Systems:

- Is appropriately prepared before the contact
- Uses correct customer identification procedures
- Correctly and efficiently follows business policies and processes
- Provides accurate, complete, concise and relevant information to customers
- Uses correct phone etiquette when handling the contact
- Confidently and correctly navigates systems to expedite outcomes and source information
- Accurately and swiftly logs in data

4. Ensure service level agreements are met and maintained:

- Familiar with SLAs
- Ensures customer interactions are inline with SLAs.
- Achieving all contractual performance standards on both quality and productivity parts.

5. Work as part of a team:

- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
- Maintain professional work relationships with colleagues, supervisor and manager
- Team work/Spirit
- Ensure that sub department functions offers world-class Customer Service at all times
- Assist in ensuring all quality standards are met
- Assist in reporting on and monitor KPI’s and SLA’s
- Develop and deliver areas of process improvement

**Core Competencies, Knowledge and Experience**:

- Analytical Thinking: Applies logic to solve problems and get the job done.
- Computer Competency: Is skilled at operating a computer.
- Document Use: Ability to use and understand documents.
- Ethics: Has personal and professional ethics and fosters a diverse and respectful workplace.
- Evaluation: Ability to evaluate according to accepted methodologies.
- Results Oriented: Achieves goals in a timely manner while providing excellent client service.
- Thoroughness: Sees to it that one's own work is accurate and complete. Works with diligence and care and ensures all commitments are fulfilled.
- Writing Skills: Has excellent writing and grammar skills, and has the ability to write concisely, clearly and logically.
- Interpersonal Awareness: The ability to have and show empathy to others. Listens well and responds in a non-threatening way.
- Flexibility to working conditions: Ability to work on 24 hours shift basis that will include night hours.
- Proactivity: Ability to present value added solutions to clients
- Integrity & Trust: Shall be seen as a direct, truthful individual and admits mistakes
- Boss Relationship: Responds and relates well to bosses & is comfortably coachable
- Customer service oriented, has discipline & strict compliance with policies & procedures, possesses excellent Language proficiency, is a team player, demonstrates a positive, enthusiastic, friendly attitude and proactively manages personal work standards and development

**Must have Technical / Professional Qualifications**:

- Degree in Higher Education
- MS Office
- Spanish
- C1 spoken and written

**Long Description**:
_VOIS

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