Vodafone Customer Care

4 months ago

Galway, Ireland Kelco Communications Ltd Full time
Job description

Together we can

Do you thrive in a fast-paced environment where accuracy and excellent communication skills are key? Are you passionate about providing exceptional customer service? If so, then a Customer Care & Sales Retention Agent role at Vodafone could be perfect for you


In this dynamic role, You'll be a customer advocate, negotiator, and problem-solver, all rolled into one. You'll play a vital role in our company's success by turning potential customer churn into loyal, long-term partnerships while being the first point of contact for Vodafone customers, ensuring a seamless experience across various touchpoints.


We offer:


  • €12.70P/H Paid Weekly
  • Loyalty rewards.
  • Attractive Staff Discounts & Incentives.
  • Career Progression Opportunities.
  • On-Going Training & Development.
  • Discounted Health Care.
  • Employee Assistance Program available for employees & their families.
  • Staff referral scheme.



Responsibilities:


  • Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
  • Deliver exceptional customer service by actively listening, empathizing, and providing creative solutions to retain their business.
  • Effectively troubleshoot issues related to orders, plans, and billing.
  • Accurately enter customer information, plan details, and order specifications into Vodafone's CRM system.
  • Maintain and update databases to ensure all information is current and readily accessible.
  • Collaborate with other departments (e.g., technical support) to ensure customer issues are resolved efficiently.
  • Proactively reach out to customers at risk of cancellation to understand their concerns and identify opportunities to address them.
  • Negotiate contract renewals, pricing, and other terms to find win-win situations for both the customer and the company.
  • Analyse customer feedback and identify trends to develop and implement strategies that improve customer retention.
  • Track and meet sales retention targets.
  • Maintain accurate records of customer interactions and outcomes.
  • Stay up-to-date on company products, services, and promotions to effectively communicate their value to customer
  • Uphold Vodafone's high standards for customer service by providing clear explanations and solutions.
  • Communicate effectively with internal departments to facilitate order fulfilment.



Qualifications:


  • Minimum of 1 year experience in a customer service or data entry role (or a combination of both).
  • Strong computer literacy with proficiency in Microsoft Office Suite and CRM systems (a plus).
  • Excellent attention to detail and accuracy in data entry.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with customers.
  • A problem-solving mindset and the ability to find solutions independently.
  • The ability to work effectively under pressure and meet deadlines in a fast-paced environment.
  • A positive and professional demeanour with a passion for exceeding customer expectations.


Job Types: Full-time, Permanent


Benefits:

  • Employee discount
  • Store discount

Schedule:

  • 8 hour shift
  • Monday to Friday

Work Location: In person

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