The Senior Customer Support Administrator carries out administration activities as part of a back office team, which support the effectiveness of the Customer Operations functions.
Contributing to enablement and maintenance of effective day-to-day customer service without facing the customer directly.
The Senior Customer Support Administrator conveys a good understanding of established policies and procedures in general analyses and reporting, billing activities, workforce planning and other general administration, filing and systems maintenance.
Typically reports to the Senior Customer Support Team Leader.
Follows customer operations support processes to provide dedicated support to first line Customer Care Advisors in order to help resolve customer inquiries and complaints fairly and effectively, through back office tasks;
Demonstrates clear communication and common courtesy to internal team members;
Provides consistent service in relation to defined activities (e.g. billing administration, document management, reporting, data analysis);
Supports managers prepare shift / workforce planning schedules and required resources for Customer Care teams;
Has a good understanding of Vodafone products, services, policies, procedures and systems to deliver assigned tasks;
Maintains effective customer support through preparing regular or ad-hoc customer reports;
Uses communication skilss to exchanges information with stakeholders to carry out and complete administrative tasks accurately;
Acts as the communication link between internal customer, (e.g. Direct Sales Advisor) and internal support teams to assure responsiveness;
Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
Dynamic Prioritisation and Multi TaskingForecastingInfluencingBusiness PartneringChange and AdaptabilityCoaching and MentoringExpert CommunicationDrives Continuous Improvement