International Accounts Advisor / German Language at Vodafone Egypt

Job ID: 1202

Job Category: International Call Centers

Work Location: Cairo

Employment Type: Full Time - Permanent

Shift Based Job.

Role Purpose:

Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.

Essence of Role/Key Accountabilities:

- Own and manage the client relationship: resolving calls efficiently and effectively.

- Ensure service level agreements are met and maintained.

- Work as part of a team to ensure offering world-class Customer Service at all times.

- Be proactive in regards to the improvement of processes and procedures.

- Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.

- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.

- Mentor and support new employees.

- Use the job tools (telephone and computer) effectively.

- Meeting service level in handling all transactions measured through productivity reports.

- Accuracy in handling all assigned tasks.

- Attendance and punctuality.

- Maintain professional work relationships with colleagues, supervisor and manager.

- Teamwork spirit.

- Flexibility.

Role Dimension: Financial (limits/mandates), Non-Financial (customers/staff/stakeholders).

Person Specification: Technical Skills/Professional Expertise.

Personal Skills:

- Customer service oriented.

- Discipline & strict compliance with policies & procedures.

- Ability to learn, seek knowledge and self development.

Technical Skills:

- Fluent German.

- Strong verbal communication skills.

- Demonstrates a positive, enthusiastic, friendly attitude.

- Proficiency in using MS Office application.

Direct Manager (title):
International Account Supervisor