Mobile Technical Customer Service Adviser Job at Vodafone – in Home Based

Job Description

Location: Remote working

Salary: £20,910 plus a £3750 OTE bonus

Hours: 37.5 hours a week – This is a shift based role and will require you to be flexible and available to work Monday to Sunday between 8am – 8pm

What will you be doing?

We are on a journey to provide the most efficient mobile service for our customers. As a Technical Customer Service Adviser working in our Mobile Tech team you will be supporting customers via inbound calls with any technical issues they could be facing with their Vodafone mobile services and devices. You will be utilising the tools available to identify, resolve and overcome obstacles that have occurred e.g. network issues, handset issues (repairs), data connections and issues whilst being in other countries (roaming). Our ultimate goal is to deliver exceptional customer service but there are bound to be some challenging conversations in this role so it’s up to you to be resilient and handle their objections as well as delivering a great experience and solving problems in a timely manner.

In this role you will have specific KPI’s and targets to achieve. These could include targets based on, Net Promoter Score (NPS), First Call Resolution (FCR), Average Handling Time (AHT) and call quality.

Who are we looking for?

To be successful in this role we would love you to have the following skills and experience:

Previous experience working directly with customers and a passion for delivering the best customer service

Multi tasking – Being able to talk and type at the same time

IT Literate – Being able to navigate and utilise around 15 systems

Communication skills – being able to speak in a clear, concise and confident manner

Resilient – able to adapt to the regular changes in policies and process within the role

Technically minded to be able to explain the complicated steps being taken to resolve an issue in a simple way to a customer

Be able to take accountability and ownership of customer queries

Able to identify dissatisfaction and take the necessary steps to support the customer and handle any objections.

Be able to empathise and offer reassurance, understanding the difference between empathy and sympathy

Working efficiently to resolve queries in a time effective way

Able to identify suitable resolutions first time, to ensure a first call resolution

Complaint handling

Remote working requirements:
In order to be successful in this home based role there are some minimum requirements that you would need to commit to:

Reliable internet connectivity. A LAN cable is preferable but not essential providing your internet meets the below minimum speeds:

Min Download speed – 10Mbps, Min Upload Speed – 5Mbps

Able to work in a private and distraction free space that must have a door that you can close to keep out noise and where your laptop screen will not be visible to others due to Data Protection.

You will be provided with a laptop and headset, additional items can be ordered through the system upon joining the business.

What’s in it for you?

An excellent remuneration and bonus package with 25 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

About Company

Company: Vodafone –

Company Location:  Home Based

About Vodafone -