Vodafone Shared Service is hiring: Customer care advisor (fluency in Italian)

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Requirements
- Advanced Italian knowledge (C1/C2);
- Medium level English knowledge;
- Previous experience within a contact center or customer service environment would be an advantage;
- University studies (in progress or finalized);
- Proficiency in using MS Office application;
- Customer service oriented;
- Positive, enthusiastic, friendly attitude;
- Discipline & strict compliance with policies & procedures.
- Ability to learn, seek knowledge and self development

Responsibilities

Customer Engagement and Interaction
- Clearly greets customer, builds rapport and establishes the purpose of the call
- Remains courteous, polite, professional and willing to help throughout the call
- Actively listens to the customer
- Effectively manages the call; remains in control of the call
- Identifies secondary (possible or hidden) needs and attempts to add value accordingly

Resolve customer needs and issues
- Acts as a first point of contact with consumer customers to support Care and technical inquiries:
- Offers appropriate solutions and alternatives to customers
- Manages the balance of benefits for the customer and the business
- Appropriately handles objections
- Keeps customer informed of actions throughout the call
- Checks customer understanding
- Gains customer agreement before progressing with offers or solutions
- Clearly explains details and next steps

Processes and Systems
- Is appropriately prepared before the call
- Uses correct customer identification procedures
- Correctly and efficiently follows business policies and processes
- Provides accurate, complete, concise and relevant information to customers
- Uses correct phone etiquette when handling the call
- Confidently and correctly navigates systems to expedite outcomes and source information
- Accurately and swiftly logs in data

Work as part of a team
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
- Maintain professional work relationships with colleagues, supervisor and manager
- Team work/Spirit
- 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 and SLA’s
- Develop and deliver areas of process improvement

Professional training
The possibility to develop professionally within one of the biggest companies worldwide
Interacting with native Italian speakers
New project