Enterprise International Account Advisor
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture
About this Role
We are seeking a customer-focused individual to join our Enterprise International Account team. This role involves supporting business customers through inbound and outbound communication channels, resolving mobile-related queries, and ensuring high-quality service delivery. The individual will collaborate with Sales, Care, and Operations teams to manage escalations and provide billing support, while maintaining service continuity and customer satisfaction.
What you will do
- Handle inbound and outbound calls for mobile-related technical and care queries.
- Manage escalations and liaise with internal teams to resolve client issues.
- Provide billing support including invoice retrieval, credit notes, recalculations, and payment allocations.
- Ensure service delivery meets KPIs such as NPS, ASAT, Quality, AHT, and call volumes.
- Demonstrate strong customer service skills including empathy, ownership, and effective communication.
- Support account tariff migrations and large upgrade orders.
- Maintain accurate updates for Customer Care, Account, and Service Managers.
Who you are
- Minimum one year of experience supporting the Ireland account.
- Strong voice and written communication skills.
- Graduate qualification is essential.
- Customer-obsessed with proven rapport-building and problem-solving abilities.
- Able to manage multiple tasks and follow up thoroughly on customer issues.
Not a Perfect Fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What's in it for you
- Opportunity to work in a dynamic, customer-centric environment.
- Exposure to international enterprise operations and cross-functional collaboration.
- Development of advanced communication and service delivery skills.
- Experience in handling complex billing and account management scenarios.
What skills you will learn
- Enhanced customer service and escalation management techniques.
- Billing systems and account migration processes.
- Cross-team collaboration and stakeholder engagement.
- KPI-driven performance management.
- Technical troubleshooting and resolution strategies.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join Us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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