International Account Team Leader vois

7 months ago


مصر, Egypt Vodafone Full time

**What you’ll do**:

- The Customer Care Lead provides expert knowledge to drive the delivery of customer services activities enabling exceptional customer service standards, in line with Vodafone
- s policies and processes.The Customer Care Lead focusses on delivering activities that provide customer service solutions to callers in an efficient and professional manner, and drive customer loyalty, NPS and sales in line with Vodafone
- s strategy.Typically reports to the Senior Customer Care Manager.

**Who you are**:

- Identifies trends, suggests improvements and ensures the execution and delivery of defined KPIs (including NPS and sales targets) across the area of responsibility and aligned to the wider Vodafone strategy;
- Actively participates in activities and projects that improve the quality of services and helps to improve KPI achievement;
- Builds strong relations and works closely with internal stakeholders, collaborating with other departments to improve/change current procedures, in support of better customer experiences and provides feedback on existing products and services;
- Accepts feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements;
- Advises the Team Leaders in managing requests/issues/questions that have not been resolved at first contact;
- Uses best practice knowledge to provide thought leadership based on analysis of factual information to select appropriate course of action to resolve problems;
- Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
- Acts as an advocate of Vodafone, protecting the reputation by following Vodafone
- s Brand Tone of Voice;
- May provide informal guidance to junior staff.

**Not a perfect fit?**:
**What's in it for you**:
**Together we can**:


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