Converged Customer Support Agent
What you’ll do
The Converged Customer Support Agent is the first point of contact for Mobile and Fixed customers, who are required to provide customer service solutions to callers in an efficient and professional manner, in line with Vodafone’s customer experience standards.
The Converged Customer Support Agent has a good knowledge of Vodafone’s latest products and offerings, price plans and associated technologies, systems and processes. And performs specific tasks related to delivering excellent customer service through outbound/inbound communication and in line with standard customer care processes.
Job Responsabilities
- Deal with customer complaints efficiently and professionally and strived to deliver a first-time resolution service.
- Provide customers with product and service information and Upsell products and services.
- Escalate problems that require the support to the appropriate department and follow up until resolution.
- Identify, research, resolve or report customer issues using company’s logging and monitoring systems.
- Complete call logs and reports in professional manner.
- Recognize, document, and alert the supervisor of trends in customer feedback.
- Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers.
- Cooperate with field engineers for installations, troubleshooting and support duties.
Who you are
- Excellent communication skills, verbal and written, in Albanian and English.
- Excellent customer management skills.
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters.
- Good time management skills to achieve personal and team objectives.
- Ability to take ownership and be willing to resolve any issues that arise.
- Ability to identify procedural issues that affect the work of the team and recommend solutions.
- Ability to acquire new skills with on-the-job training.
- Bachelor’s degree in a relevant technical field or Telecommunication industry.
- Flexible to work with a rotating shift system.
- Ability to work individually or as part of a team.
What's in it for you
Our culture is our pride. We foster an environment where every voice is heard, ideas are valued, and teamwork is celebrated. Together, we create a supportive and inclusive atmosphere that fuels collective growth and achievement.
We take pride as well in our Comprehensive Benefits Package, where you will be able to find:
- All Necessary Devices: From laptops to mobile devices, we equip you with the tools you need to excel in your role, whether you're in the office or on the go.
- Health & Life Insurance: Your well-being matters to us. We offer comprehensive health and life insurance coverage to safeguard you and your loved ones.
- Additional Compensation Based on Performance: We recognize and reward your hard work and dedication through performance-based compensation, ensuring that your contributions are duly acknowledged and valued.
Who we are
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognize and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.