Customer Expert – the “X” Squad
Are you looking to work with an organisation that values diversity and inclusion, sustainability, wellbeing and connections to communities across Aotearoa? We value the diversity of thought, perspective, and backgrounds that our people bring to work with them every day. We support our communities through the Vodafone New Zealand Foundation with an ambitious goal to halve the number of disadvantaged young people in Aotearoa by 2027. Our world-leading Wellbeing program supports your holistic wellness and connects you with the tools, skills and people that enable you to be at your best on a daily basis. Are you a customer service star? This is an opportunity for you to join our customer expert team – the X Squad – and build a career by defining what customer experience should be! In your new role as a Customer Case Manager you will take ownership of customer service cases and manage the delivery of our customer’s requirements. You will handle a variety of cases including service or technical case management as well as new sale or service orders. You will actively contribute to delivering awesome customer experiences and improved processes by identifying trends and insights and championing them with the wider Vodafone team for the benefit of all customers. What will I be doing? • Own the customer relationship and communications through to resolution • Ensure all cases are resolved in a timely manner through effective jeopardy management • Demonstrate thought leadership by actively identifying changes which can continuously improve the service experience and processes for all our Vodafone customers What will I bring? • Passion for Customer Experience with a proven ability to determine priorities to exceed the customer requirements and expectations • Customer service experience, ideally with experience in issue resolution or case management • Flexible & open attitude, helping the customer is your highest priority • Technical understanding of telecommunications products and services is useful, but not a requirement • Motivation to stay current with technology • Excellent interpersonal skills & eagerness to learn • The ability to work to deadlines and multitask while operating with multiple systems, procedures, and customers This role works on a rotating Monday to Sunday roster (including public holidays) of which the current hours are between 8am – 9pm. These rosters are subject to change depending on business requirements. The start date for this new team will be Monday 16 November.