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Customer Care Advisor - German Speaking

Posting Country:  Albania
Date Posted:  10-Nov-2021
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.



Role title: Customer Care Advisor - German Speaking

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. 

Job Responsibility


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
•    Manages the balance of benefits for the customer and the business
•    Appropriately handles objections

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:

•    Germany Level – C2 Speaking Proficiency
•    Preferable experience within a contact centre or customer service environment for 1 year
•    Strong verbal communication skills
•    High problem solving skills
•    Proficiency in using MS Office applications is a plus

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.