Customer Support Agent

What you’ll do

Customer Support Agent is the first point of contact for Vodafone 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 Customer Centre Agent should have a good knowledge of Vodafone’s latest products and offerings, price plans and associated technologies, systems and processes related to mobile and fixed services.

The main purpose is to deliver exceptional customer service by handling inbound and outbound interactions (calls, emails, chats) related to Vodafone’s mobile services. The agent ensures a seamless customer experience by addressing queries, resolving issues, and promoting Vodafone’s products and services in calls and through various digital channels, including live chat, social media, and messaging platforms.

Job Responsibilities

Key accountabilities and decision ownership:

Customer Service & Issue Resolution

• Handle customer inquiries related to Vodafone mobile and fixed services, including billing, plans, network issues, and account management.
• Resolve customer complaints and escalate unresolved issues to the appropriate team.
• Maintain a professional and empathetic approach in all customer interactions.
• Identify customer needs and recommend suitable Vodafone mobile plans or add-ons.
• Promote value-added services (VAS) such as data bundles, roaming options, or device upgrades.

Operational Excellence

• Log and update customer details, complaints, and resolutions in the CRM system accurately.
• Complete call logs and reports in professional manner.
• Meet or exceed key performance indicators (KPIs) listed below.

​​​​​​​Collaboration & Feedback

• Collaborate with other departments (technical support, billing, etc.) to resolve complex issues.
• Provide feedback to supervisors on recurring issues to improve processes or systems.
• Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers.

Key performance indicators:

• First Contact Resolution (FCR) - The percentage of customer issues resolved on the first interaction.
• Average Handling Time (AHT) - The average time an agent spends interacting with a customer.
• Net Promoter Score (NPS) - Measures customer loyalty by asking how likely the customer is to recommend the service to others, based on their interaction with the agent.
• Resolution Time - The average time it takes to resolve a customer issue from initial contact to final resolution.
• Quality Assurance (QA) Score - A measure of how well the agent follows internal quality standards during customer interactions (such as tone, empathy, script adherence, compliance).
• Abandonment Rate - The percentage of customers who disconnect or leave before their issue is resolved or before speaking with an agent (relevant for voice and chat).

Who you are

Core competencies, knowledge, and experience:

• Excellent communication skills, verbal and written, in Albanian and English, to handle diverse customer profiles.
• Excellent customer management skills.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to manage irate or frustrated customers professionally.
• 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. 

Must have technical / professional qualifications:

• Bachelor’s degree
• Flexible to work with a rotating shift system.
• Ability to work individually or as part of a team.
• Previous experience in a customer service role is preferred.
• Basic Knowledge of CRM systems and customer service tools.

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.