Customer Service Advisor

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