Back Office Executive

The Customer Support Administrator is responsible for delivering assigned tasks as part of a back office team, which support the effectiveness of the Customer Operations functions. Providing services offering advice based on contributing to enablement and maintenance of effective day-to-day customer service without facing the customer directly.The Customer Support Administrator may also perform tasks related to general analyses and reporting, billing activities, workforce planning and other general administration, filing and systems maintenance.Typically reports to the Senior Customer Support Team Leader.

Job Responsibility

Has a good understanding of Vodafone products, services, policies, procedures and systems to deliver assigned tasks;

Provides transactional services to first line Customer Care Advisors in order to help resolve customer inquiries and complaints fairly and effectively, through back office tasks;

Conducts transactional services, using clear communication and common courtesy to internal team members;

Supports team in providing consistent service in relation to defined activities (e.g. billing administration, document management, reporting, data analysis);

Delivers assigned tasks to maintain effective customer support through preparing regular or ad-hoc customer reports;

Exchanges information with stakeholders to carry out and complete administrative tasks accurately;

Supports the communication between internal customer, (e.g. Direct Sales Advisor) and internal support teams to assure responsiveness;

Delivers assigned tasks to help managers prepare shift/workforce planning schedules and required resources for Customer Care teams;

Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Skills

Dynamic Prioritisation and Multi Tasking

Forecasting

Influencing

Business Partnering

Change and Adaptability

Coaching and Mentoring

Communication

Continuous Improvement

Digital Enablement

Customer Service /Resolution

Complexity Management

Data Analytics and Insights

Dynamic Prioritisation and Multi-tasking

Ownership

Resilience

Expert Advice

Financial Analysis

Customer Centricity

Opportunity selling

Service and Delivery Management

Not a perfect fit?

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in