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Technical Customer Service Adviser

Posting Country:  United Kingdom
Date Posted:  05-Jan-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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.

Location: Remote working

Salary: £20,910 plus a £3750 OTE bonus

Hours: 37.5 hours a week - This is a shift based role and will require you to be flexible and available to work Monday to Sunday between 8am - 8pm

What will you be doing? 


We are on a journey to provide the most efficient mobile service for our customers. As a Technical Customer Service Adviser working in our Mobile Tech team you will be supporting customers via inbound calls with any technical issues they could be facing with their Vodafone mobile services and devices. You will be utilising the tools available to identify, resolve and overcome obstacles that have occurred e.g. network issues, handset issues (repairs), data connections and issues whilst being in other countries (roaming). Our ultimate goal is to deliver exceptional customer service but there are bound to be some challenging conversations in this role so it’s up to you to be resilient and handle their objections as well as delivering a great experience and solving problems in a timely manner.

 

In this role you will have specific KPI's and targets to achieve. These could include targets based on, Net Promoter Score (NPS), First Call Resolution (FCR), Average Handling Time (AHT) and call quality.

Who are we looking for?  


To be successful in this role we would love you to have the following skills and experience:

  • Previous experience working directly with customers and a passion for delivering the best customer service
  • Multi tasking – Being able to talk and type at the same time
  • IT Literate - Being able to navigate and utilise around 15 systems
  • Communication skills - being able to speak in a clear, concise and confident manner
  • Resilient - able to adapt to the regular changes in policies and process within the role
  • Technically minded to be able to explain the complicated steps being taken to resolve an issue in a simple way to a customer
  • Be able to take accountability and ownership of customer queries
  • Able to identify dissatisfaction and take the necessary steps to support the customer and handle any objections.
  • Be able to empathise and offer reassurance, understanding the difference between empathy and sympathy
  • Working efficiently to resolve queries in a time effective way
  • Able to identify suitable resolutions first time, to ensure a first call resolution
  • Complaint handling

Remote working requirements: 


In order to be successful in this home based role there are some minimum requirements that you would need to commit to:

  • Reliable internet connectivity. A LAN cable is preferable but not essential providing your internet meets the below minimum speeds:
    • Min Download speed – 10Mbps, Min Upload Speed – 5Mbps
  • Able to work in a private and distraction free space that must have a door that you can close to keep out noise and where your laptop screen will not be visible to others due to Data Protection.
  • You will be provided with a laptop and headset, additional items can be ordered through the system upon joining the business. 

What’s in it for you? 

 

An excellent remuneration and bonus package with 25 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone. 

 

Together we can 

 

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. 

Vodafone UK’s homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborate and simply connect. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.  

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.