What will you be doing?

Do you have a passion for delivering great customer service and maintaining relationships? As a Customer Support Specialist, you’ll act as a brand ambassador ensuring exceptional customer service is delivered every time. You will investigate and resolve customer complaints and deliver the best possible outcome whilst maintaining an expert knowledge of Vodafone’s products and services

The role will include (but not limited to):

•    Ensuring all complaints are captured via existing processes and where possible resolved rather than escalated to Customer Relations, managing customers expectations every step of the way 

•    Aiming for first call resolution, providing the best possible outcome to our customers every time 

•    Adherence to all internal and regulatory requirements, which include DPA, case managing through to completion and using tools and systems to record accurate information in relation to customer details

•    Pro-actively identify causes of customer pain points and raise these via existing continuous improvement channels to handle extreme repeat callers and escalating these where necessary

Who are we looking for?

•    Experience working in a customer centric role is essential for this position

•    Strong communication and empathy skills

•    Positivity and resilience are key for this role and the ability to handle challenging queries due to the nature of the calls being received

•    Experience of dealing with complex queries 

•    Strong team player and able to use own initiative

•     Good organisational and time management skills