International Back Office Advisor -Spanish Enterprise Account - (VOIS)

Role Purpose:

Act as a back office advisor dealing with SME Enterprise Customers in Vodafone Spain Local Market. Role involves responding to all their queries in writing over email and resolving their inquiries through systems & applications. The main purpose is to facilitate and provide a Vodafone global Enterprise customer service standard.

Resolving customer needs and issues:
• Acts as a first point of contact with Enterprise executives and business owners in Spain to support orders fulfillment & service activations / deactivation throughout emails.
• Offers appropriate solutions and alternatives to make customers' accounts activation services.
• Manages the balance of benefits for the customer and the business.
• Clearly explains details and next steps to proceed with their requests.

Processes and Systems:
• Is appropriately prepared before the handling.
• Validate the enterprise account management's requests before executing.
• Correctly and efficiently follows business policies and processes
• Provides accurate, complete, concise and relevant information to Enterprise teams.
• Uses correct email etiquette when handling the contact
• Confidently and correctly navigates systems to expedite outcomes and source information
• Accurately and swiftly logs in data

Ensure service level agreements are met and maintained:
• Familiar with SLA's
• Ensures customer interactions are on SLA's
• Achieving all contractual performance standards on both quality and productivity parts
• Ensure that sub department functions offers world-class Customer Service at all times
• Assist in ensuring all quality standards are met
• Assist in reporting on and monitor KPI's
• Develop and deliver areas of process improvement

Technical Skills:

- Fluent Spanish is a must
- Ability to work on a shift basis that will include night hours.
- Previous experience in Corporate Teams & Provisioning systems is a must.
- Have experience within a contact centre or customer service environment is a must
- Strong written communication skills.
- Fast typing skills
- Demonstrates a positive, enthusiastic, friendly attitude.
- Proficiency in using MS Office application.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.
- ITIL is PLUS

#VOIS #BeUnrivalled #Createthefuture

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.