Customer Care Advisor

Key Responsibilities:

• Handle customer requests, issues, and queries with professionalism and empathy, ensuring first-time resolution
• Troubleshoot technical problems related to network, internet, and telecom services
• Achieve defined KPIs such as NPS (Net Promoter Score) and sales conversions
• Perform transactional tasks aligned with company policies and service processes
• Provide accurate and timely information using internal tools and systems
• Route customer issues to appropriate departments such as claims, activations, discounts, or technical support
• Use time effectively to meet individual and team service-level agreements (SLAs)
• Share feedback and insights on recurring issues and customer trends to improve service
• Demonstrate solid knowledge of Vodafone's products, services, and internal systems
• Interact and collaborate with internal teams and stakeholders for escalations and resolutions
• Represent the brand by following Vodafone's Tone of Voice and customer-first approach
• Perform other job-related duties as assigned by the supervisor