Vodafone Hiring for Service Desk Analyst Job at Auckland Full Time

Ko mātou tēnei – Our organisation

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.

“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

At Vodafone, we’re committed to providing you with a friendly workplace environment where you can manage home and work balance through our leading flexible working practices. We value the diversity of thought, perspective and backgrounds our people bring to work with them every day. Our vision is to create a better future for Aotearoa New Zealand through remarkable technology that simplifies lives and businesses. We support our communities through the Vodafone New Zealand Foundation with an ambitious goal to halve the number of disadvantaged rangatahi in Aotearoa by 2027.

Ko tō tūranga – Your role

Reporting directly to the Business Enhanced Team Leader, the main purpose of the role is to resolve customer queries as required and contribute to Vodafone’s unmatched customer experience across all customer segments.

This role will provide solid training and enable you to accelerate your technical career. You will not only learn technical aspects of the role, but also how a large telco operates and what opportunities that provides you.

Ko tō mahi – What you’ll do

In this role, the Business Enhanced Specialist will provide day to day support to our customers, internal stakeholders and large corporate clients, as well as work in incident management and case management. You will also:

• Respond and trouble shoot all customer interactions via any channel, and identify appropriate service solutions, in an efficient and timely manner.
• Make a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goals.
• Take ownership and follow up on issues to achieve first call resolution at all times while adhering to SLA targets
• Identify and communicate areas for improved efficiencies for customer service.
• Understand Vodafone’s vision and goals; demonstrate alignment to these in attaining the team’s goals and in relationships with other teams throughout Vodafone.

Ngā pūmanawatanga ōu – What will you bring?

You will bring your outgoing, professional and vibrant personality, as well as your flexible & open attitude, driven to help customers as the core of what you do. You will also bring:

• Experience in business customer service in large organisations. Preferably Telco/IT industry
• Knowledge of products, technology, processes and systems to solve problems that impact our customers.
• Experience with customer conflict resolution
• Excellent listening and communication skills across all channels whether written and verbal.
• Brings the customer experience into every decision; Acts as a customer champion and takes accountability for identifying and addressing underlying service issues
• Understanding of technical and billing across all Business Fixed line and Mobile services.
• Relevant qualifications or evidence of studying towards a relevant qualification.

Shift Pattern involved: Current hours Mon- Fri (7:00 am-7:00 pm) weekend hours (08:00 am-04:30 pm)

Due to the nature of this role we can only accept applications from NZ Citizens and Permanent Residents with indefinite working rights

.

At Vodafone, performance is not only about what we deliver within our role, but also how we deliver it. We are Fanatical about customers; we Simplify & act now; we Own it; and we Front up with feedback. Our behaviours are driven from the front by our people who live them every day.

Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Vodafone operates a Covid-19 Protection Policy which requires that our employees be fully vaccinated against COVID-19 and register their valid ‘My Vaccine Pass’ with us. This information will be captured as part of the pre-employment process.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.

Location: Auckland