Customer Care Advisor with Spanish

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

Taking phone calls from customers and solving their demands, in Romanian and/or Spanish.
Evaluating the quality of the information that the agents offer the customers, together with the experience they create during phone calls.
Facilitating services evaluation as to ensure that quality standards are respected, together with the KPI targeting and operational objectives and maintain the relationship with the colleagues from other departments, including other Vodafone entities. (E.g. Vodafone Egypt, Vodafone Spain)


With these activities you will have a great impact on our business:

• Taking the customer call and establishing its objective/purpose
• Offering the customer, the right, complete, relevant and precise information
• Respecting the ethical code when managing the call
• Processing the information from the system with maximum confidence and fairness
• Respecting Vodafone Internal Regulations, the discipline norms, the politics and procedures
• Reaching all performance standards, both from the qualitative point of view and the productivity point of view, whose values are updated every 3 months, with prior notice via official e-mail
• Creating and promoting a work environment which encourages both the individual performance and the team performance to offer quality services to Vodafone customers
• Getting involved in reporting and monitoring The Performance Indicators (KPI’s) and Service Delivery Standards (SLA’s)
• Offering recommendations to improve work processes
• Monitoring the agents’ calls and assessing them according with the quality standards
• Offering support and checking the way the agents’ errors are being corrected in the pre-set terms, activity which has as a purpose the obtaining of a high percentage
• Participating to all call conferences calibrating the customer (Vodafone Spain) and getting involved in the development of quality assessment criteria
• Offering support in achieving all performance standards, both from the qualitative point of view (NPS/Quality score) and the productivity point of view (AHT)
• Organising training sessions to present the updates of applications or new services
• Making sure the Team applies the roles and responsibilities established by the Team Leader
• Getting involved in the recruitment process of the new members of the team, when needed.

With these values and skills you are a great candidate:

• Customer obsessed
• Creating and delivering products and new services, such as work methods which delight the customers
• Ambitious and competitive
• Working in a manner, which will lead to obtaining the best results for our customers, employees and stakeholders.
• Being trust worthy and transparent. We offer our services, having all the trust that the others are doing the same
• Customer oriented and able to create a positive experience to Vodafone customers
• Positive attitude, enthusiasm and good management skills regarding conflictive situations
• Fluent Spanish Language (C1/ C2)
• Solid skills of verbal communication
• MS Office Knowledge
• Availability to work in shifts, including night shifts and legal Holidays
• Self-evaluation skills and proactive management of the performance and development level

Sounds like the perfect job? We’ve got even more to offer:

• In this pandemic period we have 100% work from home for your safety.
• Medical and dental services
• Life insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of and technology changing company
• Flexible Vacation – Take time off when you need it, we trust you!
#_VOIS