Customer Service Advisor - International Chat Process

About this Role

As a Advisor at VOIS, you will be responsible for delivering exceptional customer service through chat support for customers. This role requires a proactive approach to resolving customer issues, identifying service improvements, and contributing to a positive customer experience. You will be part of a dynamic, 24x7 environment, working in rotational shifts to ensure seamless support.

Who are you

You are a customer-focused individual with a strong understanding of service excellence. You are adaptable, solution-oriented, and committed to delivering high-quality support. You thrive in a fast-paced environment and are passionate about enhancing the customer journey through every interaction.

What you will do

• Handle customer interactions via chat channels, ensuring timely and effective resolution.
• Investigate and resolve customer concerns by identifying root causes such as process gaps or service failures.
• Deliver a positive customer experience in every interaction, contributing to Net Promoter Score (NPS) targets.
• Take ownership of customer issues and ensure first contact resolution in line with Service Level Agreements (SLAs).
• Identify opportunities for service improvement and share insights with relevant teams.
• Align with Vodafones vision and values, fostering collaboration and continuous improvement.

What skills you need

• 1 to 6 years of experience in customer service, preferably in a voice/chat support environment.
• Strong verbal communication skills with the ability to engage effectively with diverse customers.
• High level of computer literacy and comfort with digital tools.
• Ability to adapt to change and contribute to process enhancements.
• Demonstrated problem-solving skills using knowledge of products, systems, and processes.
• Commitment to customer-centricity and accountability in service delivery.

What skills you will learn

• Advanced customer service techniques tailored to UK Consumer and Enterprise markets.
• Cross-functional collaboration and communication within a global service environment.
• Use of digital tools and platforms to enhance service delivery.
• Continuous improvement methodologies and customer experience strategies.
• Exposure to Vodafone's global operations and service excellence frameworks.

Job Type:

About VOIS:

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organization in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About Vodafone:

At Vodafone, were working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.As part of our global family, whether that's Vodafone, Vodacom or VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.