Auckland City, AucklandTihei mauri ora! Tn koutou katoa. Behold, there is life! Greetings to all.Are you looking to work with an organisation that values diversity and inclusion, sustainability, wellbeing and connections to communities across Aotearoa?
At Vodafone, were committed to providing you with a great workplace environment where you can manage both home and work commitments through our leading flexible working practises.
We value the diversity of thought, perspective and backgrounds our people bring to work with them every day. We support our communities through the Vodafone New Zealand Foundation with an ambitious goal to halve the number of disadvantaged young people in Aotearoa by 2027.
Our world-leading Wellbeing program supports your holistic wellness and connects you with the tools, skills and people that enable you to be at your best on a daily basis.
In Customer Operations we nurture our exceptional customer experience. No problem is too big or small, we live by our promise to connect everybody to live a better today & build a better tomorrow.
Were looking for an individual who is passionate about the service they provide and drive to work towards a one-stop shop for our high-
value clients. As a Business Enhanced Specialist you will ensure we keep lines of communication open until we find a resolution for our customers.
Your resilience and self-motivation will be key in this role as you work alongside your team to case manage any escalations.
With being the liaison between the resolver group and the customer your communications skills will be impeccable as you support multiple customers from government to wholesale businesses.
The team runs a 24 / 7 hour operation, hours vary across 7 days of the week and would be based on rotational shifts in Smales Farm, North Shore.
What will I be doing?Respond and trouble shoot all customer interactions via any channel, and identify appropriate service solutions, in an efficient and timely mannerMake a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goalsTake ownership and follow up on issues to achieve first call resolution at all times while adhering to SLA targetsIdentify and communicate areas for improved efficiencies for customer serviceWhat will I bring?
Strong customer service experience.Knowledge of products, technology, processes and systems to solve problems that impact our customers.
Understanding of technical across all Business Fixedline and Mobile services.Ability to manage escalations.High levels of computer literacy as well as excellent communication and written skills.
Acts as a customer champion and takes accountability for identifying and addressing underlying service issues.Due to the secure nature of this role you will be required to be eligible for a Government Security clearance, and must be a NZ citizen or Permanent Resident and must not have lived outside of NZ, Australia, UK or Canada for more than 3 months within the last 5 years.
As part of the application process, should you be successful in being shortlisted for this position you may be required to complete an online digital interview.
health insurance for you and your whnau, a fully subsidized mobile plan and smartphone for business and personal use*, the ability to work flexibly, My Day Leave for that day when you just need time out, two weeks paid volunteer time to support your community and when you need it, access to our world-
leading parental leave policy.Joining the Vodafone whnau will stretch you, challenge you and provide opportunities youve been seeking to expand your career.
Youll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
Me mahi tahi ttou mo te oranga o te katoa. We work together for the benefit of all.The future is exciting Ready?