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Contact Centre Advisor

Posting Country:  Albania
Date Posted:  24-Feb-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready? 

Role title: Contact Centre Advisor  


Role purpose:
Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
Handling the customer’s queries in the PAYG department


Key accountabilities and decision ownership:
• Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc…).
• Own and manage customer engagement and interaction ensuring all agreed quality attributes are met and exceeded.
• Identify secondary (possible or hidden) customer needs and attempt to add value accordingly.
• Ensure service level agreements are met and maintained through accuracy in handling required task and through communicating positively with all involved parties (2nd Line, 3rd Line, etc…) in order to facilitate timely issue resolution.
• Follow agreed processes / procedures to raise and resolve customer queries as well as propose potential process improvements where applicable.
• Voicemail/SMS
• Roaming queries
• Tariff queries and changes
• 1st line Technical queries
• Handset queries
• PIN unlocking (PUK)
• Broken/faulty phones
• Top-ups and handset guidance
• Saves
• Next best activity 


Core competencies, knowledge and experience:
• Ability to present value added solutions to clients
• High emotional intelligence and soft skills with the ability to manage high-profile customers
• Achieves goals in a timely manner while providing excellent client service. Discipline & strict compliance with policies & procedures.
• Ability to learn, seek knowledge and self development.
• Experience in a multi-system environment.


Must have technical / professional qualifications:
 Italian, English and Albanian Level – C1 Speaking Proficiency
• Strong verbal communication skills.
• High problem solving skills.
• Proficiency in using MS Office applications is a plus.

NOTE: Selection Process and Employment will be conducted by Vodafone Albania's Partners.

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.