Arohia Customer Care Specialist

**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.

Join us on our journey in creating a better future for Aotearoa New Zealand with remarkable people, doing remarkable things. This is what a career in Te Tira Arohia looks like.

**Ko tō tūranga - Your role**:
Reporting to the Arohia Team Leader, the purpose of the Arohia Customer Care Specialist - Consumer is to provide exemplary customer service reflecting Vodafone service standards. The Arohia Customer Care Specialist - Consumer will act as a single point of contact for our customers service needs, taking ownership of issues that cannot be resolved on the first call through to end resolution, while keeping the customer fully informed on progress. This position plays a key part in handling a variety of calls and contacts from customers, these can be related to service, technical issues or new sale or service orders.

**Ko tō mahi - What you’ll do**:
You will be responsible for ensuring that Vodafone customers’ needs are met at first point of contact and will offer advice and suitable solutions through active listening, management and care. In this role you will:

- Deliver a high standard of customer experience, resolving issues within the Arohia team
- Respond and troubleshoot all customer interactions via any channel, and identify appropriate service solutions, including upsell opportunities in an efficient and timely manner
- Own the customer relationship and communications where first call fix is not possible, including any case management required to receiving Customer confirmation of resolution or confidence in billing
- Make a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goals.
- Actively contribute to knowledge sharing and learning across the team to enable yourself, and your colleagues, to resolve more customer calls first time

**Na tōu rourou - What will you bring?**:

- At least 2 years operational experience in issue resolution, case management or similar
- Passion for Customer Services with proven ability to determine priorities to meet or exceed VF’s customer requirements and expectations.
- Customer obsessed mind set.
- Flexible & open attitude, driven to help the customer as a priority
- Ability to manage multiple calls and cases from simple to complex for all customers and products
- Motivated to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge
- Deep technical understanding of telco products and services e.g: Mobile, Cable/TV Fibre & Fixed Line
- High levels of computer literacy
**Please note**:

- Successful applicants will be rostered on 40 hours across the 7 days of operation (Monday to Friday 7am to 9pm and Saturday to Sunday 7am to 9pm).
- We will be considering applicants based locally due to the nature and urgency of this hiring. Citizenship, PR, Work visa (Must have minimum of 18 months remaining on work visa) is required to apply.
- Multiple vacancies available in our Auckland & Christchurch Innov8Centres.

**Nā mātou te rourou - What you’ll get**:
Vodafone is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to ensure you have time for those priorities outside of work. You will also get:

- A fully subsidised Southern Cross Regular Care policy, which usually cover 80% of health expenses up to the policy limit, to provide health insurance cover for you and your 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). You can change between these at any time.
- Laptop, unlimited data plan, market leading cell-phone for business or personal use
- Discounts on Vodafone products, services and much more

**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-e