Customer Care Advisor

Responsibilities:
• Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service;
• Meets defined KPIs including NPS and sales;
• Processes transactional activities in line with Vodafone standards, policies and processes;
• 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;
• Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions;
• Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution;
• Acts as an advocate of Vodafone, protecting the reputation by following Vodafone
• s Brand Tone of Voice;
• Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas;