Customer Care Advisor with Spanish in Bucuresti

Your day to day: Taking phone calls from customers and solving their demands, in Romanian and/or Spanish.  Evaluating the quality of the information that the agents offer the customers, together with the experience they create during phone calls. Facilitating services evaluation as to ensure that quality standards are respected, together with the KPI targeting and operational objectives and maintain the relationship with the colleagues from other departments, including other Vodafone entities. ( Vodafone Egypt, Vodafone Spain)With these activities, you will have a great impact on our business: Taking the customer call and establishing its objective/purposeOffering the customer, the right, complete, relevant and precise informationRespecting the ethical code when managing the callProcessing the information from the system with maximum confidence and fairness Respecting Vodafone Internal Regulations, the discipline norms, the politics and procedures  Reaching all performance standards, both from the qualitative point of view and the productivity point of view, whose values are updated every 3 months, with prior notice via official e-mail Creating and promoting a work environment which encourages both the individual performance and the team performance to offer quality services to Vodafone customersGetting involved in reporting and monitoring The Performance Indicators (KPI’s) and Service Delivery Standards (SLA’s)Offering recommendations to improve work processesMonitoring the agents’ calls and assessing them according with the quality standardsOffering support and checking the way the agents’ errors are being corrected in the pre-set terms, activity which has as a purpose the obtaining of a high percentage Participating to all call conferences calibrating the customer (Vodafone Spain) and getting involved in the development of quality assessment criteria  Offering support in achieving all performance standards, both from the qualitative point of view \ (NPS/Quality score) and the productivity point of view (AHT)Organising training sessions to present the updates of applications or new servicesMaking sure the Team applies the roles and responsibilities established by the Team LeaderGetting involved in the recruitment process of the new members of the team, when needed. With these skills, you are a great candidate: Fluent Spanish Language (C1/ C2)Solid skills of verbal communication MS Office KnowledgeAvailability to work in shifts, including night shifts and legal HolidaysSelf-evaluation skills and proactive management of the performance and development level Sounds like the perfect job? We’ve got even more to offer: Work from home Medical and dental services Life insurance Dedicated employee phone subscription Special discounts for gyms and retailers Annual Company Bonus Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills You get to work with tried and trusted web-technology Getting in on the ground floor of and technology changing company Flexible Vacation – Take time off when you need it, we trust you! Sounds interesting? Apply! #_VOIS