CX Specialist
What you’ll do
The Customer Experience Specialist is responsible for defining and communicating the desired customer experience for business customers. This role plays a crucial part in the continuous improvement of capabilities, processes, and experiences across the business segment to ensure that every interaction between Vodafone and customers is positive, meaningful and aligned with the company’s priorities and values.
Job Responsibilities
- Gather customer feedback, analyse trends, and communicate insights to relevant teams for continuous improvement, to identify pain points and pro-actively solve them.
- Identify customer insights related to customer experience and design the experience to meet business customer expectations for any new service or product.
- Identify Experience gaps vs customer expectations in Business segment across all touchpoints and design action plan to identify root causes, eliminate customer pain points and propose new solutions in cooperation with the business stakeholders.
- Define the target customer experience blueprint for new and existing products and services (how the product/service will be delivered and handled), using the voice of customer and defining what should not be compromised.
- Effectively identify and resolve business customer problems or complaints, ensuring a positive resolution and customer satisfaction.
- Develop a deep understanding of the business segment products, solutions or services to provide accurate and helpful information to business customers.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions for reference and reporting purposes.
- Cross-functional collaboration with other departments such as product development, sales, pre-sales and marketing to ensure a unified and customer-centric approach.
- Monitor the experience during all stages of the customer lifecycle across all organization segments & touchpoints to document gaps vs. customer expectations and propose new solutions to improve experience.
Who you are
Core competencies, knowledge and experience:
- Customer-centric mindset with a strong commitment to delivering exceptional customer experiences.
- Excellent verbal, written, and interpersonal communication skills to interact effectively with business customers and internal teams.
- Display empathy and understanding towards customer concerns, ensuring a positive and empathetic customer experience.
- Strong Critical thinking and problem-solving skills to analyse situations, identify problems, and provide effective solutions.
- Familiarity with customer relationship management (CRM, DNext, POS) systems and other relevant tools.
Must have technical / professional qualifications:
- Strong desire to collaborate, share, drive best practices cross-functionally and globally.
- Ability to effectively prioritize and manage tasks within a fast-paced environment.
- Excellent business sense, passion for solving problem, and strong analytical skills.
- 3-5 years of experience in customer experience, customer success, or a related role, preferably within the business segment. University diploma on Business Administration, Marketing or related field.
What's in it for you
Your journey with us is not just a job; it's a pathway to personal and professional development. We provide endless opportunities for learning, skill enhancement, and career advancement, ensuring that you're always empowered to reach your fullest potential.
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.
- Private Pension: Plan for your future with confidence. Our private pension scheme helps you build a secure financial foundation for the years ahead.
And More: Beyond the essentials, we offer a diverse range of additional benefits that enhance your work-life balance, support your personal growth, and enrich your overall experience with us.
Discover the full spectrum of benefits and perks that await you at Vodafone Albania by joining our dynamic team. Your journey to success starts here!
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.