Description
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The Customer Care Team Leader delivers support and supervisory responsibility to a team of Customer Care Advisors, in line with Vodafone�s Customer Services standards, policies and procedures. The team are the first point of contact for customers (via telephone, email and self-serve), who are required to provide excellent customer service and solutions to callers in an efficient and professional manner.Typically reports to the Customer Care Manager or Senior Customer Care Team Leader.
Job Responsibility
- Demonstrates a good understanding of established policies and procedures enabling the provision of exceptional customer service;
- Supports team in providing accurate and timely information;
- Demonstrates sensitivity to diverse audiences, and strives to deliver a first time resolution service;
- May assist team with investigating customer enquiries/complaints, using available equipment and applications to ensure that issues/incidents/problems are resolved efficiently and within SLA or customer expectation;
- May manage requests/issues/questions that have not been resolved at first contact, demonstrating tact and diplomacy;
- Works within defined processes and uses judgement based on analysis of factual information to select appropriate course of action to resolve problems;
- Meets defined KPIs including NPS and sales targets;
- Uses time proactively and efficiently to deliver on service targets;
- Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements;
- Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
- Effectively interacts with internal stakeholders where necessary ;
- Acts as an advocate of Vodafone, protecting the reputation by following Vodafone�s Brand Tone of Voice;
- Performs other job-related duties or tasks defined by the manager or resulting from assigned agendas.
Skills
Digital Advocacy
Customer Journey Knowledge
Ownership
Building Rapport
Resilience
Expert Advice
Communication
Empathy
Leading Organisation Culture and Change
Customer Experience (CX) design
Strategic Mindset
People Development
Product and Service Advocacy
Delivers through others
People Centric - 100% Human
Service Delivery Excellence
Customer Service /Resolution
External trends and insights
Strategy Execution
Customer Centricity
Service and Delivery Management
Digital Enablement
Data Analytics and Insights
Sales Performance Management
Objection Handling and Negotiation
Quality Assurance
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
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