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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Respond promptly and professionally to customer queries across omni-channels including chat, email, and incident management.
- Manage customer interactions with empathy and efficiency, ensuring quality standards are consistently met.
- Identify and address secondary customer needs to enhance service value.
- Collaborate with internal teams (2nd and 3rd Line support) to resolve issues within agreed service levels.
- Adhere to established procedures and contribute to process improvements where applicable.
- Advanced customer engagement techniques across digital platforms.
- Incident management and resolution in a multi-system environment.
- Technical troubleshooting and account management.
- Collaboration with cross-functional support teams.
- Process improvement and service excellence strategies.
Desired Candidate Profile
We are seeking a customer-focused individual to join our Vodafone Roaming Services (VRS) team as a Service Desk Advisor. This role is pivotal in supporting American and Canadian travellers using Vodafone s eSIM bundles across Europe. Operating in a hybrid mode from VOIS Hub1, the advisor will provide 24/7 support via chat and email, ensuring seamless connectivity and peace of mind for travellers. The role is designed to uphold Vodafone s global customer service standards and may expand to include voice support in future phases
- Fluent in English (C2 level) with strong written communication and fast typing skills.
- Skilled in handling account management and technical queries in writing.
- Emotionally intelligent with the ability to manage high-profile customers.
- Proficient in MS Office and capable of working rotational morning and night shifts.
- Committed to compliance and continuous self-development.
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
- Chat with our employees
Company Industry
- Telecom
- ISP
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Vodafone Travel Esim Service Desk Advisor (VOIS) 1
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