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International Account Advisor-Spanish Account

Contact Center
Vodafone EGYPT




ROLE – Assisted Alarm Agent-Spanish Account


Deliver pro-active support for Vodafone Smart Home customers who have chosen to be phoned incase the alarm detection system goes off in their Home.


In the Vodafone Smart Home security system process, the customer should first receive an in-app notification, a SMS, and an automated IVR call before the agents call. Our agent will be able to advise the customer that there is an alarm event and be able to detail what could the customer choose to do next and assist the customer if needed/ applicable.


Main responsibilities:

1)      Out bound calls in excellent Spanish language with high customer empathy

2)      Authentication of customer

3)      Log all customer interactions or related information such as event notifications

4)      Strong knowledge of the product and needed information for customer support (e.g. alarm turn off steps, camera access..etc.)

5)      Ticketing to ensure content is up to date

6)     Complete post incident communication


1)      Excellent Spanish communication skills (verbal and written)C1 level

2)      Empathetic and confident.

3)      Can work under pressure

4)      High and speedy PC skills

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