Customer Case Manager - Vodafone (JR767)
3d ago

Job Category :

Call Centre and Customer Service,Sales

At Probe Group, we are all about Purpose, People and Passion. We work hard and love a good challenge (or multiple). With clients spanning across Australia, New Zealand, and the Philippines, we’re no stranger to thinking big and working with innovative minds to achieve great success.

We’re dedicated to doing things better than the day before, and our exponential growth over the past three years is living proof that we’ve stayed true to this ethos.

At Probe, expect to think differently, challenge the norm, and find your purpose.

Key details :

  • Fixed-term role
  • Start date 21 September 2020
  • End date 31 March 2021 (with the possibility of extension)
  • Hours rostered Monday to Sunday 8am - 9pm
  • Paid training 9am to 5pm Monday to Friday
  • As a Customer Case Manager, you will be responsible for :

  • Service and technical case management - diagnose the problem, resolve the issue in a timely manner, & / or actively engage the appropriate resolver team.
  • New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated / changed at the agreed time and the customer’s bill is accurate and understood.
  • Actively contribute to delivering awesome Customer Experiences and improved processes by identifying trends and insights and championing them with the wider Vodafone team for the benefit of all Customers.
  • We are looking for someone who has :

  • A Passion for CX with proven ability to determine priorities to meet or exceed the customer requirements and expectations.
  • A customer-obsessed mindset with a flexible & open attitude to customer service
  • The bility to manage multiple cases from simple to complex for all customers and products
  • A Deep technical understanding of Telco products and services
  • Motivation to stay current with technology & pursue formal training as required
  • Proven commitment to delivering results and outcomes by taking ownership and responsibility
  • Is experienced with establishing and maintain trusted relationships with key stakeholders and customers
  • Excellent motivation and interpersonal skills
  • The ability to work to deadlines and multi-task while operating with multiple systems, procedures and customers
  • The desire to continuously improve in both a professional and personal capacity
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