Communication & Engagement Sr Specialist
5 days ago
**Description**:
- The Customer Support Specialist is responsible for delivering assigned tasks and administration as part of a back office team, which support the effectiveness of the Customer Operations function. Contributing to enablement and maintenance of effective day-to-day customer service without directly facing the customer.The Customer Support Specialist has a good understanding of established policies and processes regarding general analyses and reporting, billing activities, workforce planning and other general administration, filing and systems maintenance.Typically reports to the Customer Support Manager.
**Job Responsibility**:
- Demonstrates a good understanding of policies and processes through extensive practical experience and delivers defined Customer Operations Support activities (billing administration, document management, reporting, data analysis, workforce planning);
- Delivers support to first line Customer Care Advisors in order to help resolve customer inquiries and complaints fairly and effectively, through back office activities;
- Actively participates in activities and projects that improve the quality of provided services and helps to improve performance and target achievement;
- Actively cooperates with other departments to improve processing procedures;
- Uses communication skills to exchange ideas and information in a concise and logical way to support the delivery of assigned tasks for Vodafone products, services, policies, procedures and systems;
- Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.May coach more junior members of the team.
**Skills**:
- Dynamic Prioritisation and Multi Tasking
- Forecasting
- Influencing
- Business Partnering
- Change and Adaptability
- Coaching and Mentoring
- Communication
- Continuous Improvement
- Digital Enablement
- Customer Service /Resolution
- Complexity Management
- Data Analytics and Insights
- Dynamic Prioritisation and Multi-tasking
- Ownership
- Resilience
- Expert Advice
- Financial Analysis
- Customer Centricity
- Opportunity selling
- Service and Delivery Management
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