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.