Vodafone New Zealand
- Posted: 21 Jul 2022
- Location: New Plymouth
- Work Type: Full Time
- Classification: Customer service
Company description:
At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Job description:
Ko mātou tēnei - our organisation
"If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people."
Vodafone is working hard to build a more connected, inclusive, and sustainable future for Aotearoa New Zealand. We use technology to challenge and innovate, to better support our customers and are committed to helping disadvantaged rangatahi through Te Rourou, Vodafone Aotearoa Foundation.
We're proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.
Ko tō tūranga - your role
Our ambition is to be an OMNI-channel business where all our channels operate as one and our frontline teams are united as one. We will give the customer the choice to choose which channel they would like to be serviced through and we will offer a consistent experience regardless of their choice. This could be through Voice (Phone Call - inbound and outbound calling), Messaging (Chat, Email, Asynchronous messaging) or in our stores.
Ko tō mahi - what you'll do
As part of our Fabulous Frontline, you will act as the single point of contact for our Customers service, sales and support needs - taking every opportunity to delight and act with an ownership mentality through to end resolution; It is all about world class service through any touchpoint. An eye on time management and agile ways of working is a must - moving to where the customers' needs are within any given moment. Customer contacts may arrive via voice calls, Messaging (chat, emails, asynchronous messaging), in person or through our outbound campaigns.
Our frontline teams will handle a variety of interactions from customers and no two days will be the same;
Service queries - listen to understand, empathise, give guidance and solve it right, first time.
Technical issues - diagnose the issue, resolve the issue in a timely manner, &/or actively engage the appropriate utility support teams to help.
New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated/changed at the agreed time and the customer's bill is accurate and understood.
Sales Offers - Proactively offering sales campaigns and products during customer interactions.
Utility Support teams - Case manage all escalations which come through on a day-to-day basis and ensure they are solved to the satisfaction of all parties and within expected SLA
Na tōu rourou - what you'll bring
Enjoyment educating customers and look for ways to really ensure they have the best product and service that fits their needs. Your mindset is "I will own this to resolution"!
Passion for CX with proven ability to determine priorities to meet or exceed the customer requirements and expectations. Customer obsessed mind set.
Motivation and drive to achieve/exceed KPIs and targets with both individual and team goals.
Flexible & open attitude, driven to help customers and team members through any channel (Voice, Messaging, Store)
Comfortable working hybrid rotational shifts - 80 hours per fortnight, operating hours within Monday - Friday 8am - 8:30pm with the occasional need to cover a Saturday between 10am - 2pm
Motivated to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge including staying up-to-date through communications from the business
Determination and grit to not give up and solve roadblocks/challenges
Excellent written and verbal communication skills
Ability to make sound decisions, balancing the needs of our customers and the needs of Vodafone
Customer Service experience in fast paced, agile environment
Operational experience in issue resolution, case management or deep knowledge of systems advantageous
High levels of computer literacy
Nā mātou te rourou - what you'll get
4 - 6 week training period when you start your role with comprehensive training, coaching and mentoring ongoing
Base Salary $51,000 per annum, plus benefits - listed below, plus sales commission based on performance in meeting Sales Targets
The potential to earn around $65,000 per annum if targets are met but keep in mind, this is un-capped. You will be rewarding in commission based on results you bring!
Freedom of Flexible ways of working - Example: 2 days onsite and if your shift is after 6pm, option to work from home
A fully subsidised Southern Cross Regular Care policy to provide health insurance cover for you & family.
4% KiwiSaver employer contributions, an extra 1% more than the statutory minimum. You choose how to save for your Retirement either via KiwiSaver (KS) or SuperCash (superannuation allowance as a cash allowance paid with your salary).
Laptop, unlimited data plan, cell-phone for business or personal use, discounts on Vodafone products, services and much more!
If this sounds like you, Apply Now!
Please note recruitment process:
We are considering applicants based locally due to the nature and urgency of this hiring. Citizenship, PR, Work visa (Must have min.18 months remaining on work visa)
At Vodafone, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We've got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.
At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Job description:
Ko mātou tēnei - our organisation
"If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people."
Vodafone is working hard to build a more connected, inclusive, and sustainable future for Aotearoa New Zealand. We use technology to challenge and innovate, to better support our customers and are committed to helping disadvantaged rangatahi through Te Rourou, Vodafone Aotearoa Foundation.
We're proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.
Ko tō tūranga - your role
Our ambition is to be an OMNI-channel business where all our channels operate as one and our frontline teams are united as one. We will give the customer the choice to choose which channel they would like to be serviced through and we will offer a consistent experience regardless of their choice. This could be through Voice (Phone Call - inbound and outbound calling), Messaging (Chat, Email, Asynchronous messaging) or in our stores.
Ko tō mahi - what you'll do
As part of our Fabulous Frontline, you will act as the single point of contact for our Customers service, sales and support needs - taking every opportunity to delight and act with an ownership mentality through to end resolution; It is all about world class service through any touchpoint. An eye on time management and agile ways of working is a must - moving to where the customers' needs are within any given moment. Customer contacts may arrive via voice calls, Messaging (chat, emails, asynchronous messaging), in person or through our outbound campaigns.
Our frontline teams will handle a variety of interactions from customers and no two days will be the same;
Service queries - listen to understand, empathise, give guidance and solve it right, first time.
Technical issues - diagnose the issue, resolve the issue in a timely manner, &/or actively engage the appropriate utility support teams to help.
New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated/changed at the agreed time and the customer's bill is accurate and understood.
Sales Offers - Proactively offering sales campaigns and products during customer interactions.
Utility Support teams - Case manage all escalations which come through on a day-to-day basis and ensure they are solved to the satisfaction of all parties and within expected SLA
Na tōu rourou - what you'll bring
Enjoyment educating customers and look for ways to really ensure they have the best product and service that fits their needs. Your mindset is "I will own this to resolution"!
Passion for CX with proven ability to determine priorities to meet or exceed the customer requirements and expectations. Customer obsessed mind set.
Motivation and drive to achieve/exceed KPIs and targets with both individual and team goals.
Flexible & open attitude, driven to help customers and team members through any channel (Voice, Messaging, Store)
Comfortable working hybrid rotational shifts - 80 hours per fortnight, operating hours within Monday - Friday 8am - 8:30pm with the occasional need to cover a Saturday between 10am - 2pm
Motivated to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge including staying up-to-date through communications from the business
Determination and grit to not give up and solve roadblocks/challenges
Excellent written and verbal communication skills
Ability to make sound decisions, balancing the needs of our customers and the needs of Vodafone
Customer Service experience in fast paced, agile environment
Operational experience in issue resolution, case management or deep knowledge of systems advantageous
High levels of computer literacy
Nā mātou te rourou - what you'll get
4 - 6 week training period when you start your role with comprehensive training, coaching and mentoring ongoing
Base Salary $51,000 per annum, plus benefits - listed below, plus sales commission based on performance in meeting Sales Targets
The potential to earn around $65,000 per annum if targets are met but keep in mind, this is un-capped. You will be rewarding in commission based on results you bring!
Freedom of Flexible ways of working - Example: 2 days onsite and if your shift is after 6pm, option to work from home
A fully subsidised Southern Cross Regular Care policy to provide health insurance cover for you & family.
4% KiwiSaver employer contributions, an extra 1% more than the statutory minimum. You choose how to save for your Retirement either via KiwiSaver (KS) or SuperCash (superannuation allowance as a cash allowance paid with your salary).
Laptop, unlimited data plan, cell-phone for business or personal use, discounts on Vodafone products, services and much more!
If this sounds like you, Apply Now!
Please note recruitment process:
We are considering applicants based locally due to the nature and urgency of this hiring. Citizenship, PR, Work visa (Must have min.18 months remaining on work visa)
At Vodafone, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We've got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.