Spain Business Webchat Advisor

23 hours ago

Cairo, Egypt Vodafone Full time

**Job Purpose**

**Key Accountabilities**

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 (pre pay / 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
- Network 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

3. 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.

4. 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

**Must have professional and technical experience**
- C1 Spanish language level

_VOIS

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