Main Responsibilities :
Establishes and maintains good communication with the client;
Sign new agreements aimed at resolving existing services or activating new services;
Process customer terminal requests or accessory commands and sim cards
Receive, record and resolve all customer requests (eg new number activation and new services with highly customized offers, additional service offerings (mobile internet, fiber optic internet, fixed telephony), additional service activations such as roaming, international mobile internet by contacting the customer by telephone or by providing a written response when requested; These responsibilities require excellent knowledge of the functionalities of the company's systems.
It acts proactively to identify opportunities to increase customer value in the allocated base; activates extraoptions; secures existing accounts
Constantly proactively contacts all clients in the base allocated either in the monthly uploaded campaigns or in order to build trustful relationships with them;
Actioneadirect in solving cases where customers want to terminate the Vodafone contract or they want to cancel a part of the subscriptions, acting as a retention basis; This responsibility implies on the part of the employee a good understanding of the client's point of view and the prevention of these situations by maximizing customer satisfaction.
Provides excellent service to inport portfolio customers, responding to any requirement that the customer may be related to Vodafone's services, products and acts to supplement them in accordance with customer needs
Responsible for 100% of the entire lifecycle of the customer base allocated throughout Vodafone contracts
Records all the customer's reasons for the customer's applications;
Call clients to inform them of performing scheduled tasks;
It keeps track of its own customer base, and proactively contacts customers on various events in the form of campaigns;
Communicate with all the departments involved in solving the problem of the clients of the legal entities assigned to the portfolio - determining which is the best solution / alternative for them;
Meetings with clients from the base, when necessary, to complete the negotiation and sales processes, at the request of the clients.
He is present and logged on Pbx at the office from 9:00 to 18:00 from Monday to Friday, except for legal holidays. Any changes to the initial program are recorded correctly in applications and are announced to the direct superior, or onduty, by internal means of communication.
Because one of the main department-level objectives is to maintain Service Level, there is a possibility that TAM agent can be logged on the 6010 skill set in crash situations, thus providing support to teammates from the Support team. It is very important for all clients to respond to requests regardless of the basis of which TAM / SAS belong to provide a pleasant experience. The situation will be punctual and will be communicated to the agents by the On duty team in advance.
Written and verbal communication
Internet and data services knowledge
Text processing, tables, graphics
Very good knowledge of complex Vodafone products
Excellent knowledge of the functionalities of company systems