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:
* Competitive weekly pay plus loyalty rewards
* 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