• Operator i Keshillimit per Klientet ne gjuhen Italiane

Operator i Keshillimit per Klientet ne gjuhen Italiane

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 Level – B2 Speaking Proficiency
• Strong verbal communication skills.
• High problem solving skills.
• Proficiency in using MS Office applications is a plus.

Te interesuarit te aplikojne online ne link me poshte:
https://careers.vodafone.com/job/Tirana-Contact-Centre-Advisor/624897701/

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

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.

Te interesuarit te aplikojne online ne link me poshte:
https://career5.successfactors.eu/sf...ny=vodafoneprP

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


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