Customer Care Specialist
Christchurch, NZ
2d ago

Ko mātou tēnei Our Organisation

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.

If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Join us on our journey in creating a better future for Aotearoa New Zealand with remarkable people, doing remarkable things.

This is what a career in Te Tira Arohia looks like.

Ko tō tūranga Your Role

Reporting to the Arohia Team Leader, the purpose of the Arohia Customer Care Specialist is to provide exemplary customer service reflecting Vodafone service standards.

The Arohia Customer Care Specialist will act as a single point of contact for our customers service needs, taking ownership of issues that cannot be resolved on the first call through to end resolution, while keeping the customer fully informed on progress.

This position plays a key part in handling a variety of calls and contacts from customers, these can be related to service, technical issues or new sale or service orders.

Ko tō mahi What you’ll do :

You will be responsible for ensuring that Vodafone customers’ needs are met at first point of contact and will offer advice and suitable solutions through active listening, management and care.

In this role you will :

  • Deliver a high standard of customer experience, resolving issues within the Arohia team
  • Respond and troubleshoot all customer interactions via any channel, and identify appropriate service solutions, including upsell opportunities in an efficient and timely manner
  • Own the customer relationship and communications where first call fix is not possible, including any case management required to receiving Customer confirmation of resolution or confidence in billing
  • Make a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goals.
  • Actively contribute to knowledge sharing and learning across the team to enable yourself, and your colleagues, to resolve more customer calls first time
  • Na tōu rourou - What you’ll bring :

    Our ideal candidate will have excellent communication skills, as well as a passion for connecting with customers. We are looking for a logical thinker who is driven to help customers as the core of what you do. You will also bring :

  • At least 2 years operational experience in issue resolution, case management or similar
  • Passion for Customer Services with proven ability to determine priorities to meet or exceed VF’s customer requirements and expectations.
  • Customer obsessed mind set.
  • Flexible & open attitude, driven to help the customer as a priority
  • Ability to manage multiple calls and cases from simple to complex for all customers and products
  • Motivated to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge
  • Deep technical understanding of telco products and services e.g : Mobile, Cable / TV Fibre & Fixed Line
  • High levels of computer literacy
  • Please note :

  • Successful applicants will be rostered on 40 hours across the 7 days of operation (Monday to Friday 7am to 10pm and Saturday to Sunday 7am to 9pm).
  • As part of our recruitment process a General Employability online test must be completed.

  • We will be considering applicants based locally due to the nature and urgency of this hiring. Citizenship, PR, Work visa (Must have minimum of 12 months remaining on work visa) is required to apply.
  • At Vodafone, performance is not only about what we deliver within our role, but also how we deliver it. We are Fanatical about customers;
  • we Simplify & act now; we Own it; and we Front up with feedback. Our behaviours are driven from the front by our people who live them every day.

    Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career.

    You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning.

    Me mahi tahi tātou mo te oranga o te katoa.

    We work together for the benefit of all

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