Role Purpose:
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As a customer escalation support you will provide a single point of contact for designated complex customers from Large corporate. As a result, you will be engaging with all Vodafone stakeholders to manage all queries related customer support activities.
Key accountabilities and decision ownership :
Responsible for managing and owning the implementation, development and automation of customised bill production, for assigned managed services customers- Acts as a central and key contact point for the Vodafone Business customers for billing queries and service.
- Maintain a disciplined, proactive approach to improve debt in query management
- Take ownership of problem and incident management, completing root cause analysis
- Accountable for ownership and escalation of billing issues
- Drive resolution of incidents and problems according to pre-specified requirements
- Collaborates with different IT teams for systems improvements and issue resolution
- Interfaces with revenue assurance teams and auditers
- Interfaces with internal and external suppliers
- Interfaces with internal Spain ccount teams as well as Vodafone SME customers and liaise closely with Customer representatives
- Respisonbile on updating the relevant systems and provides required reports.
- Ensure delivery of a positive experience for Vodafone Customers
Core competencies, knowledge and experience :
C1 Spanish- Excellent written and verbal communications & negotiations, as well as presentation skills.
- Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
- The ability to be an effective team player is essential
- Experience of working to targets in a highly pressured environment
- Analytical skills
- Ability to adapt communication style to suit audience and situation
- Experience of working to targets in a highly pressured environment
- Excellent use of MS Office suite
- Additional languages is a plus
Must have technical / professional qualifications:
C1 Spanish- English language is a plus
#_VOIS
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