Position Overview & Specifications
Customer Service Advisor SVR
Role purpose:
Responsible for the provision of Best in Class customer service to all stakeholders, effectively managing customer concerns , professionally handling incoming and outgoing calls.
With us you will:
Manage the timely resolution of customer concerns- Assist in the monitoring of device status and problem solving to resolve device malfunctions at the first stage
- Process personalised customer communications ensuring GDPR compliance
- Update and maintain customer information and manage change of vehicle ownership
- Deliver business processes to ensure service levels are achieved
- Ensure procedures are followed so customer experience meets our business expectations
- Manage customer and colleague expectations through good quality communication
- Obtain subscription renewals through inbound and outbound calling
- Process customer subscription payments and resolve failed transactions
- Maintain a strong working relationship with vehicle suppliers and dealerships, manage the device commissioning process in conjunction with your peers
- Actively seek support from within the VFAUK community to help achieve business targets and personal goals
- Pro-actively suggest ways to improve service delivery
- Participate in work based development activities as identified by yourself and your line manager
Apply if you have:
Previous experience of working in a service delivery environment is essential- Extensive use of digital applications including (but not restricted to) database based applications and Microsoft office
- Attention to detail is essential
- Ability to work under pressure and act decisively
- Ability to communicate with members of the public and have the ability to defuse situations
- A flexible can-do attitude and professional
- Excellent communicator, written and verbal
- Must be efficient and organised with the ability to prioritise tasks and meet strict deadlines
- Ability to work with others to reach common goals collectively
- Proactive and the ability to plan ahead
- Uphold Vodafone Spirit Values