International Back Office Advisor -Spanish Enterprise Account - (VOIS)
Role Purpose:
Act as a back office advisor dealing with SME Enterprise Customers in Vodafone Spain Local Market. Role involves responding to all their queries in writing over email and resolving their inquiries through systems & applications. The main purpose is to facilitate and provide a Vodafone global Enterprise customer service standard.
Resolving customer needs and issues:
• Acts as a first point of contact with Enterprise executives and business owners in Spain to support orders fulfillment & service activations / deactivation throughout emails.
• Offers appropriate solutions and alternatives to make customers’ accounts activation services.
• Manages the balance of benefits for the customer and the business.
• Clearly explains details and next steps to proceed with their requests.
Processes and Systems:
• Is appropriately prepared before the handling.
• Validate the enterprise account management’s requests before executing.
• Correctly and efficiently follows business policies and processes
• Provides accurate, complete, concise and relevant information to Enterprise teams.
• Uses correct email etiquette when handling the contact
• Confidently and correctly navigates systems to expedite outcomes and source information
• Accurately and swiftly logs in data
Ensure service level agreements are met and maintained:
• Familiar with SLA’s
• Ensures customer interactions are on SLA’s
• Achieving all contractual performance standards on both quality and productivity parts
• 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
• Develop and deliver areas of process improvement
Technical Skills:
- Fluent Spanish is a must
- Ability to work on a shift basis that will include night hours.
- Previous experience in Corporate Teams & Provisioning systems is a must.
- Have experience within a contact centre or customer service environment is a must
- Strong written communication skills.
- Fast typing skills
- Demonstrates a positive, enthusiastic, friendly attitude.
- Proficiency in using MS Office application.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.
- ITIL is PLUS
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