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.

This is what a career in Customer Care looks like:

Ko tō tūranga – Your role

Reporting to the Team Leader, as part of our Fabulous Frontline, you’ll provide exceptional customer experiences to Vodafone Consumer and Business customers ensuring we take ownership of all queries, sales and issues with an eye on consistency and living the Vodafone way.

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 (such as voice calls, online chat, emails, social media), 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 calls first time.

Na tōu rourou - What will you 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:
• Proven ability to determine priorities, to meet or exceed customer requirements and expectations. 
• Comfortable working 40 hrs shifts across 7 days with start time of 7am & finish time 9pm 
• 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. 
• Experience/knowledge in social media chat 
• Sound levels of computer literacy & keyboard skills.

Nā mātou te rourou – What you’ll get 
Most roles allow flexibility to work from home and flex your hours to ensure you have time for those priorities outside of work. 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 
• Freedom of Flexible ways of working - Example: 2 days onsite and if your shift is after 6pm, option to work from home
• 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). 
• Laptop, unlimited data plan, cell-phone for business or personal use, discounts on Vodafone products, services and much more