Vodafone New Zealand Looking for Customer Champion – Retail Representative (Queenstown) at Queenstown, Otago Full Time

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

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.”

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.

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.

Ko tō tūranga – your role

Reporting to the Retail Lead, as part of our 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.

Ko tō mahi – what you’ll do

You will be responsible for ensuring that Vodafone customers’ needs are met from offering advice through to the provision of suitable solutions engaging in active listening, management and care.

In this role you will also:

• Deliver a high standard of customer experience resolving service/ technical issues in a timely manner. Actively diagnose, troubleshoot and where required, engage with appropriate experts within the team for additional support
• Ensure new sales and service orders for accuracy, and that customer expectations are aligned (i.e., service activation or change, or customer billing)
• Respond to all customer interactions via a variety of channels and identify appropriate solutions
• Own the customer relationship and communications where first contact fix is not possible, including any case management required
• Make a positive impression with the customer through every interaction, including contributing successfully with team and individual goals.
• Actively contribute to knowledge sharing and learning across the team to resolve more customer enquiries first time

Na tōu rourou – what you’ll bring

Our ideal candidate is customer obsessed in mindset with excellent communication skills. You’re a logical thinker, flexible in attitude and who is curious and driven to help customers as the core of what you do.

You also bring:

• Previous experience in a customer service environment
• Motivation to achieve/exceed KPIs and targets
• Proven ability to determine priorities, to meet or exceed customer requirements and expectations.
• Comfortable working rotational shifts including evenings and weekends
• Confidence in managing multiple customers & cases from simple to complex
• Motivation to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge
• Technical understanding / knowledge of products and services.

Nā mātou te rourou – what you’ll get

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

You will also get:

• Comprehensive training, coaching and mentoring
• 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).
• Mobile phone for business and personal use, discounts on Vodafone products, services and much more!

If this sounds like you, Apply Now!

Please note the 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)