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Vodafone

Exciting Experience Centre Agent role for HND Holders!!

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Customer Relationship Management
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Vodafone Group

Role purpose

 

To play a frontline role in the delivery of a World Class Customer experience. Serves customers by determining requirements; answering enquiries; resolving problems; fulfilling requests; maintaining database, determining eligibility.           

 

Key accountabilities and decision ownership

  • Create an outstanding customer experience
  • Ensure the attainment of high Quality standards within the Contact Centre
  • Process Adherence
  • Reporting

 

Key performance indicators

  • Targets and KPIs
  • Increased customer loyalty, satisfaction and return on investment
  • Contact Centre standards

Core competencies, knowledge and experience

  • Proficiency in the use of Microsoft Applications particularly (MS Word, MS-Excel, MS-Power point).
  • Excellent communication skills
  • Analytical Skills
  • Previous Call Centre experience will be preferred
  • Should be a customer service oriented individual
  • Commercial awareness - an appreciation and interest in the mobile telecommunications industry

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