The Customer Resolution Expert is responsible for resolving complex customer issues through negotiation and case management.
Key Responsibilities:
* Exercise independent judgement to provide effective communication and resolve escalated customer queries.
* Provide quality and accurate information when handling customer enquiries, including concise notes of customer contact.
* Take ownership and keep the customer informed of the progress of resolution efforts within required time frames.
* Identify customer needs and promote relevant products and services to suit those needs.
* Liaise with other areas of the business and key stakeholders to source resolutions for customers.
* Achieve individual targets in line with KPI requirements.
Requirements:
* Contact centre experience and/or telecommunications experience is beneficial.
* Proven attention to detail, excellent communication skills, and a strong customer resolution focus are essential.
* Ability to think outside the box and provide creative solutions that adhere to company policy and procedures.
* Strong Microsoft Office skills and excellent verbal and written communication skills.
* Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions.
Benefits:
* Flexible hybrid working arrangement.
* 'Stay Connected Mobile' – Access to a free mobile plan.
* 'Stay Connected NBN' – Access to a free NBN 100 plan.
* Access to LinkedIn Learning and Vodafone Learning platforms.