Role purpose:

As a customer escalation support you will provide a single point of contact for designated complex customers from Large corporate. As a result, you will be engaging with all Vodafone stakeholders to manage all queries related customer support activities.
 

Key accountabilities and decision ownership:

•    Responsible for managing and owning the implementation, development and automation of customised bill production, for assigned managed services customers
•    Acts as a central and key contact point for the Vodafone Business customers for billing queries and service.
•    Maintain a disciplined, proactive approach to improve debt in query management
•    Take ownership of problem and incident management, completing root cause analysis
•    Accountable for ownership and escalation of billing issues
•    Drive resolution of incidents and problems according to pre-specified requirements
•    Collaborates with different IT teams for systems improvements and issue resolution
•    Interfaces with revenue assurance teams and auditers 
•    Interfaces with internal and external suppliers
•    Interfaces with internal Spain ccount teams as well as Vodafone SME customers and liaise closely with Customer representatives
•    Respisonbile on updating the relevant systems and provides required reports.
•    Ensure delivery of a positive experience for Vodafone Customers
 

Core competencies, knowledge and experience:

•    C1 Spanish 
•    Excellent written and verbal communications & negotiations, as well as presentation skills.
•    Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
•    The ability to be an effective team player is essential
•    Experience of working to targets in a highly pressured environment
•    Analytical skills
•    Ability to adapt communication style to suit audience and situation
•    Experience of working to targets in a highly pressured environment
•    Excellent use of MS Office suite
•    Additional languages is a plus

Must have technical / professional qualifications:

•    English language is a plus 

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