Customer Care Advisor

2 weeks ago

Mansoura, Egypt Vodafone Full time

**Description**:
A Customer Care Advisor is the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features provided by Vodafone. They support customers by providing helpful information, answering questions, and responding to complaints. The Customer Care Advisor has good communication skills along with a good knowledge of Vodafone's latest products and offerings, price plans and associated technologies, systems and processes in order to provide an excellent customer experience.

**Job Responsibility**:

- Handles customer requests, issues or questions in a professional manner and strives to deliver a first time resolution service;
- Meets defined KPIs including NPS and sales;
- Acts as an advocate of Vodafone, protecting the reputation by following Vodafone's Brand Tone of Voice;
- Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions;
- Uses time proactively and efficiently to deliver on service targets;
- Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers;

**Skills**:

- Digital Advocacy- Customer Journey Knowledge- Ownership- Building Rapport- Resilience- Expert Advice- Expert Communication- Empathy- Customer Experience- Product and Service Advocacy- Service Delivery Excellence

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